Director of Customer Success

Baudville Brands - Grand Rapids, MI

Full-time - Senior

Grand Rapids, MI

About the position

RecogNation is an employee engagement company, and we believe that Every Moment Matters™. We are seeking a driven, passionate, service-oriented, and customer-centric leader to help us achieve our mission of elevating and transforming how team members all over the world view and interact with their workplace. This leader will oversee our Program Engagement and Customer Service Teams and be empowered to elevate the customer experience, represent the voice of our customer in leadership meetings, maintain our excellent customer retention metrics, and drive program expansion with existing customers. The Director of Customer Success will build, develop, and lead high-performing and engaged Program Engagement and Customer Service teams. This role requires establishing oneself as a high performing and contributing member of the RecogNation Leadership team. The successful candidate will develop and accurately represent the voice of the customer in strategic conversations and leadership meetings, contributing to the strategic vision and growth of RecogNation. This position involves connecting with, developing, and maintaining strong relationships with key customers, understanding their recognition strategies, goals, and concerns, and identifying areas for growth and program expansion. In addition, the Director will strategically align and position RecogNation's offerings to address customer needs, provide valuable insights and feedback to our Product team for platform enhancements and new feature opportunities, and develop and lead internal and external training related to industry best practices, trends, and RecogNation's offerings. Participation in industry tradeshows, networking events, and educational seminars is also expected. The role requires developing subject matter expertise in areas such as employee engagement, corporate culture, rewards, recognition, incentives, wellness, diversity, equity, and inclusion, and employee experience. The Director will capture customer referrals, testimonials, and opportunities for case studies and white papers to support marketing and sales efforts, and will develop and administer strategic outreach and communication campaigns for customer connection and awareness.

Responsibilities

• Build, develop, and lead high-performing and engaged Program Engagement and Customer Service teams.
• Establish oneself as a high performing and contributing member of the RecogNation Leadership team.
• Develop and accurately represent the voice of the customer in strategic conversations and leadership meetings.
• Contribute to the strategic vision and growth of RecogNation.
• Connect with, develop, and maintain strong relationships with key customers.
• Develop a thorough understanding of our customers' recognition strategies, goals, and concerns.
• Identify areas for growth and program expansion.
• Strategically align and position RecogNation's offerings to address customer needs.
• Provide valuable insights and feedback to our Product team for platform enhancements and new feature opportunities.
• Develop and lead internal and external training related to industry best practices, trends, and RecogNation's offerings.
• Participate in industry tradeshows, networking events, and educational seminars.
• Develop subject matter expertise in employee engagement, corporate culture, rewards, recognition, incentives, wellness, diversity, equity, and inclusion, and employee experience.
• Capture customer referrals, testimonials, and opportunities for case studies and white papers to support marketing and sales efforts.
• Develop and administer strategic outreach and communication campaigns for customer connection and awareness.
• Develop, deploy, and aggregate the results of end user and customer surveys.
• Ensure that client interactions, next steps, and opportunities are accurately captured, entered into and reported upon in the CRM.
• Document standard work and best practices; translating key learnings and expectations into ongoing training.
• Lead and facilitate daily huddles, team meetings, and regular training sessions.
• Play an active role in customer escalations, striving to identify and mediate resolutions that work for all parties involved.
• Develop and nurture professional, collaborative, and effective communication channels with other teams and leaders.
• Develop and maintain relationships with key suppliers to ensure overall service delivery achieves SLA's and meets our customers' needs.
• Conduct bi-weekly one-on-ones with team members for ongoing alignment, coaching, and support.

Requirements

• Bachelor's degree combined with relevant experience.
• 5+ years of post-sales support experience (account management, project management, customer success, etc.) with 3+ years in a leadership or supervisory role.
• Tech savvy with the ability to interact with, navigate, configure, and use various web technologies.
• Strong MS Office skills, particularly in Excel and PowerPoint.
• Strong and effective communication skills (verbal, written, non-verbal).
• Excellent customer service skills required.
• Proven ability to graciously deal with all types of customers.
• History of teaching, mentoring, and effectively coaching others.
• Ability to work under pressure and meet strict deadlines.
• Must thrive in a deadline-driven environment.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Desire to become a Subject Matter Expert in Employee Engagement, Culture, Rewards, and Recognition.

Benefits

• Paid parental leave
• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Vision insurance
• 401(k) matching