Director of Customer Success

$75,000 - $95,000/Yr

MVT Holdings - El Paso, TX

Full-time - Mid Level

El Paso, TX

Support Activities for Transportation

About the position

The Director of Customer Success at MVT Holdings is responsible for leading and managing the Customer Success team, which includes Account Managers, Order Entry Specialists, and Customer Success Representatives. This role focuses on ensuring efficient operations within the Account Management Department, utilizing customer service and operations experience to provide leadership, support, training, and performance monitoring to meet and exceed departmental goals.

Responsibilities

• Build a team of highly engaged, knowledgeable, diverse, and passionate colleagues.
• Support and coach team members to motivate them and elevate their capabilities to manage customer experience.
• Integrate and reconcile personal goals of team members with organizational goals.
• Conduct periodic performance review sessions with team members and regular 1:1 focusing on personal development and growth.
• Develop and implement strategies to improve departmental efficiency, productivity, and quality of service.
• Foster a positive team environment that promotes collaboration, teamwork, and continuous learning and improvement.
• Collaborate with cross-functional teams to ensure seamless delivery of services.
• Evaluate and improve departmental processes and procedures to maximize efficiency and customer satisfaction.
• Resolve, escalate, and communicate issues through the proper management channels.
• Identify present and future staffing needs and monitor departmental staff's performance to determine training and development plans.
• Lead customer scorecard reviews and onboarding calls.
• Ensure accounts are profitable and all applicable accessorials are being billed.

Requirements

• High School Diploma or equivalent (Required).
• Bachelor's degree in Business or Supply Chain related program (Preferred).
• Six years related experience and/or training; or equivalent combination of education and experience preferred.
• Proficient in Microsoft Office Suite or related software.
• Proficient in AS400 and PC.
• Demonstrated ability in developing and implementing Customer Service processes.
• Ability to identify process tools and implement Standard Operating Procedures related to Customer Service operations.

Nice-to-haves

• Experience in the transportation or logistics industry.

Benefits

• 401(k)
• Dental Insurance
• Health Insurance
• Health Savings Account
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Vision insurance