Job Title:

Director of Customer Success

Reports To:

Sr Director Business Operations

Prepared By:

Human Resources

Department:

Customer Success

About ComTec

From distant customers to remote employees, we can now connect with anyone, anywhere, at any time – face to face – and instantly access and share information.

But while technology allows us to do business across continents as we would in our backyard, it also creates headaches – from choosing the right telecom solutions to managing rates, relationships, and billing across multiple carriers.

ComTec Systems makes it easy to access and manage cutting-edge telecommunications technology through a single source, on one bill, saving you time, money and hassle while providing superior service.

From consulting and infrastructure to next generation cloud solutions for connectivity, communication, and collaboration, we leverage leading technologies and relationships to help you connect and grow.

Job Description

The Director of Customer Care (DCC) is a vital orchestration point throughout the customer lifecycle.  The DCC is responsible for sustaining client relationships built on trust, problem solving and customer satisfaction.  The ideal candidate is highly energetic, well-spoken, and focused on understanding the ComTec product set to provide solutions, as well as identify opportunities to add value to our customers.  A successful DCC will be driven to achieve customer satisfaction, introduce new products\services and always have the pulse of ComTec’s client base.

Essential Duties & Responsibilities

  • Develop innovative programs, manage, and ensure delivery of the ongoing education of ComTec’s customers.
    • Ensure clients continuously renew with services while closely managing each client and their evolving business needs.
    • Gather client insight into additional services, applications or offerings that are requested and resent back to ComTec Executive leadership team
  • Develop KPIs and metrics for Customer Care and present the information collected in a meaningful way to the ComTec leadership team
  • Be fearless in enacting changes that improve ComTec’s customers experience across all departments
  • Ensure the Customer Success team is aligned with all ComTec’s Core Values
  • Work closely with Marketing to develop collateral needed to support Customer Care activities
  • Work closely with Channel Development to ensure Customer Care activities are inclusive of Channel partners
  • Manage existing contracts and contract renewals for all products and services
  • Identify process improvements to improve the ComTec Customer Experience
  • Mediate troubles, billing disputes & surveys
  • Communicate with existing clients (via telephone and site visits) to resolve problems, complete satisfaction surveys.
  • Support, Mentor and Grow the Customer Care Team
  • Provide customer training during the implementation process and as requested
  • Maintain daily activities in business management platform, ConnectWise, to track interactions
  • Provide daily/weekly updates to manager on individual activity
  • Interact routinely with Sales and Marketing Teams and interdepartmentally to discuss customer account improvements, leads, as well as recommend improvements
  • Other duties assigned by management
  • Hire and Mentor New Customer Success Managers
  • Assist with building client facing literature, training, and messaging

Minimal Key Performance Indicators

DCC is responsible for exceeding the minimal KPI every month with a goal of establishing a balance between client satisfaction and on boarding new clients.

Initial Professional Growth Plan

  • 30 Day Targets:
    • Learn ComTec’s Mission and Core Values and be able to articulate them internally.
    • Understand ComTec Customer Support Policies and Procedures so you can articulate “why” they exist.
    • Understand ComTec Cloud’s Products and Services so you can articulate the value proposition.
    • Understand ComTec’s Customer Experience Roadmap so you can articulate the value proposition.
    • Engage in metrics baselining with Support and Implementation teams
  • 60 Day Targets:
    • Learn ComTec’s Mission and Core Values and be able to articulate them to friends and family.
    • Demonstrate the ability to coordinate internal resources to resolve customer requests
    • Demonstrate a working understanding of the iConnect voice platforms, their options, their value, and how they can be used to solve business problems.
  • 90 Day Targets:
    • Consistently communicate effectively with partners and customers
    • Demonstrate a working understanding of the ComTec USA services, their options, their value, and how they can be used to solve business problems.
  • 120 Day Targets:
    • Demonstrate a working understanding of the ComTec USA services, their options, their value, and how they can be used to solve business problems.
    • Demonstrate a working understanding of the ComTec Consulting services, their options, their value, and how they can be used to solve business problems.
    • Demonstrate an understanding of the metrics aligned with your role and why they are important.

Competencies

  • Excellent verbal, written, interpersonal & presentation skills – training experience a plus.
  • Ability to solve practical problems, provide clear and concise resolution in a timely manner, with an exceptional understanding and commitment to exceeding customer expectations.
  • Motivational team player, yet performs well independently
  • Strong business acumen
  • Organized & detail oriented, especially in fast-paced, empowered environment
  • General technology background & commitment to learning ComTec products in a detailed manner.

Education/Experience

  • While we value a college or vocational degree or certification, we do not have a specific educational requirement.
  • Experience in any real-world business environment will be beneficial to the candidate.

 

Your Career Path

As a Director of Customer Care, you have multiple paths you can take at ComTec.  Lateral moves to direct other ComTec divisions exist, as well as promotion to Department Head and then to the Executive Team.

Equal Opportunity Employer

ComTec Systems, Inc. is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria. All employees are afforded equal opportunity with respect to employment, compensation, benefits, training, transfer, and promotion without discrimination.

Contact

To apply, please send résumé and cover letter to work@comtecsystems.net