Director, Customer Success - Strategic Accounts

Reference #: 1908

Director, Customer Success - Strategic Accounts

6 Penn Center Blvd, Pittsburgh, PA 15205, USA

Req #491

Wednesday, July 24, 2024Aires (www.aires.com) has been providing best-in-class relocation management services for over 40 years and is a recognized industry leader in delivering high quality relocation and assignment management services to leading corporations.

We Have

An award-winning technology platform, built in-house, that aligns with the future state of Global Mobility

A strong Aires brand consistently ranked among the mobility industry's highest annual customer-satisfaction scores and a client retention rate of over 98%

A high internal promotion rate and full benefits package including a 401K match

Hybrid/Remote work environment based on location

An excellent career opportunity is currently available for a Director, Customer Success - Strategic Accounts to Aires Pittsburgh, PA office.

This exciting opportunity is in a high growth environment where you will utilize your experience to direct the customer success strategy for key clients focused on delivering world-class customer service, achieving operational efficiency, and maximizing return on investment.Position Responsibilities:

Analyzes data and processes to identify and understand customer needs and challenges, and designs/implements action plans.

Monitors customer KPIs and holds operational teams accountable for service delivery standards.

Regularly engages with the customer to deliver strategic business insights that enhance the customer experience.

Provides strategic direction to customers and operations teams. Acts as a subject matter expert, coach, and mentor. Leads hiring, development, performance management and other employment functions for the team.

Leads planning and implementation for high-impact projects.

Maintains key customer relationships through hands on leadership. Identifies and understands customer needs and challenges and designs action plans.

Drives account retention initiatives and supports team with client escalations and issue resolution. Implements retention and account recovery strategies.

Establishes collaborative relationships with operations, sales, product development, and other customer facing functions.

Proactively monitors customer programs, project outcomes, and overall satisfaction. Leverages inside sales opportunities to help identify client available products and services that could enhance mobility programs.

Prepares and communicates metrics to client, senior leadership, and internal teams. Provides insight/analysis to support decision making and proactive planning.

Drives business and strategy review processes.Required Qualifications:

High School Diploma/GED required, Associate's or Bachelor's Degree preferred

4+ years of management experience in global mobility/relocation industry

10+ years of customer service experience in global mobility/relocation industry focused on customer/client experience

GMS and CRP certifications preferredAdditional Qualifications:

Excellent customer service and administrative skills

Computer literacy with MS Office products, and ability to grasp proprietary software

Demonstrated ability to manage multiple competing tasks

Ability to follow policies and procedures

Can-do attitude

Genuine desire to help others

Team oriented mindset, with a strong sense of care and urgency

Desire to embrace our core values: Client Focus, Results, Responsibility & Accountability, Collaboration and Innovation.Other details

Job Family

Quality & Compliance Services

Job Function

Ops Director/Manager

Pay Type

SalaryApply Now6 Penn Center Blvd, Pittsburgh, PA 15205, USAShare this job:EOE AA M/F/Vet/Disability