Director of Client Success at Careerbuilder in Fort Lauderdale, Florida

Posted in Other 15 days ago.





Job Description:


RESPONSIBILITIES:

Kforce has a client in search of a Director of Client Success in Fort Lauderdale, FL.

Summary:
In this role you would be solving merchant issues currently being escalated to the CEO, as well as overseeing the Support team. You will be leading but also collaborating with other departments to ensure everyone is on the same page and chasing the same goal of customer satisfaction.

Responsibilities:


  • Lead and manage a team of 8-10 people

  • Recruit, train, mentor and scale the team

  • Drive positive Merchant Success outcomes

  • Develop frameworks for team to leverage in Merchant engagements

  • Develop standardized playbooks for interventions and escalations

  • Define, measure, and improve on effectiveness of Merchant Success

  • Build and maintain strong relationships with merchants

  • Track, analyze, and communicate key quantitative metrics and business trends internally and for distribution to merchants

  • Gain a deep understanding of our merchants' business goals

  • Collaborate with warehouse GMs and Operations leaders to resolve escalated issues and drive ongoing improvements







REQUIREMENTS:



  • Bachelor's degree strongly preferred

  • 8+ years of experience in B2B customer service and/or merchant services

  • 5+ years of team leadership experience

  • 5+ years of 3PL experience

  • Experience building and leading a Merchant Success team, ideally in 3-PL

  • Experience scaling a success team during hyper growth phase

  • Experience with Salesforce Service Cloud a plus

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Strong empathy for Merchants and passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business models

  • Proven ability to motivate and focus teams, as well as being a friendly empathetic leader

  • Ability to create meaningful cadence of QBRs with standardized KPIs and metrics

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.