The Client Success organization exists to provide efficient, data-driven root cause analysis to all RP client groups across all product lines. The Client Success team is obsessed with viewing and analyzing RP’s toughest problems from a logical, systematic and data-driven perspective with speed, accuracy and enthusiasm. To accomplish this, Client Success team members possess the triple threat combination of mental, analytical and creative skill. The Client Success team lives to rip problems apart and eradicate their recurrence to fuel the organization with product improvements, competitive intelligence and, most importantly, an extraordinary client experience.
The Director of Client Success defines the strategy for delivering problem solving support to all Return Path customers and partners worldwide. This includes the full suite of Return Path products (Deliverability, Anti-Phishing, Certification and new products in development) and creating automated tools, processes and reporting to increase the accuracy and efficiency of problem resolution.
The Director of Client Success is responsible for operational excellence with regard to the global support function. This includes tools, process, systems, people and metrics management to ensure a high functioning support experience for all stakeholders. The Director of Client Success will directly manage the global Client Success team and provides indirect mentoring to account managers, and communicates “Voice of the Customer” input to other teams throughout Return Path to ensure that customer input is taken into account when developing and improving products and services.
Create strategies to deliver excellent Tier 2 support to Return Path customers worldwide including defining support offerings, establishing support processes, structuring the organization efficiently, and implementing appropriate tools and metrics
Plan and direct the implementation of the strategic vision for support, in particular define tools and processes required to support customers and define support requirements for new products
Create and manage the Support budget plan
Manage Client Success Experts, including hiring, training, performance management and retention
Ensure that productivity and customer satisfaction targets are met and takes corrective action when required
Ensure that customer escalations are handled appropriately
Provide structured input on customer requirements, gleaned from the support experience, to Return Path Engineering and Marketing teams
Provide support mentorship to account managers worldwide
Role-Specific Competencies
Analytical Skills: Thinks analytically and creatively to make the most of available data. Generates new ideas, takes risks, proposes change, encourages innovation, and solves problems creatively.
Client Championship: Ability to champion the voice of the client and the market to all internal partners. Fully understand the client’s point of view, and develop strategies around service models and service delivery to achieve Return Path’s customer vision.
Communication: Communicates well both verbally and in writing; utilizes appropriate medium for communication based on the situation, delivers effective presentations, shares information and ideas with others, has good listening skills. Has ability to explain abstract / complex concepts to middle & upper management, both verbally and in writing, and influence behavior.
Customer Service: Proactively identifies and resolves issues for customers to build customer confidence. Committed to increasing customer satisfaction by viewing performance through the customer’s perspective and takes a proactive approach to customer service; assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds in a timely manner to customers.
Global Perspective: Has a global view and is comfortable and effective working with global partners, understands global markets and international considerations.
Process Management: Creates and manages processes to streamline workflow, adapts to continuous changes, prioritizes tasks, develops good work procedures, manages time well, handles information flow.
In addition to the above, you must be a good fit at Return Path. To be successful here, you must demonstrate Personal/Professional Growth , Professionalism , Flawless Execution , and Strategic Thinking; have a Positive Impact and a great sense of humor . Visit our website to read detailed descriptions of expectations at each of the 4 levels at RP: (1) Learning, (2) Applying, (3) Guiding and (4) Shaping. This position is categorized at the Guiding level.
What does it take to be successful in this role?
At least five years of successful technical leadership experience in post-sales support and services
Over 10 years of experience in consultative support
Financial responsibility including budget development and management
Built and led teams of up to eight people; track record of successful performance management and retention
Proven track record to work across a variety of groups and create consensus
Experience working in international and multi-cultural/multi-lingual teams
Track record of working harmoniously with Engineering and Product Marketing organizations
Fluency in Spanish, Portuguese, German or French preferred
The Return Path Experience
Don’t get us wrong, it’s not easy to land a gig at RP. You’ll go through a lot of interviews and really have to want it. You’re going to have to learn the ins and outs of our business before you even get here. Here’s the good news: only the best and brightest minds in email work here. So, once you’re in, this is a place where you’ll be challenged, inspired, rewarded and transformed. Really you ask? Yes, really. The Return Path experience is a two-way exchange. We ask you to give us your very best every day. We expect a lot from you. We challenge you with interesting work, stretch assignments, a collaborative work environment and a ton of learning and growth. The pace is fast and furious. In exchange, we give you everything you need to live a happy, balanced life. This includes great pay, open vacation (yup, you heard that right!), great benefits, flexibility and, well, whatever else you need. Everyone is unique and we pride ourselves on not having one-size-fits-all solutions. At Return Path you’re a person, not a title. What’s important in your life right now? Kids, pets, triathlons, tango, karate, yoga, parents, Pilates, pre-natal—we will support you through it all. Give and take. That’s a Return Path career.
What it’s like to work here
It’s great! From the CEO and senior management team to the newest entry-level employee, we are a company that cares a lot about fostering a great work environment and a fun, energetic, success-oriented culture. We have a strong philosophical belief that our people are our most important assets. And we don’t just pay lip service to that phrase—we incorporate it into our policies, and we live it every day. Yes, that philosophy means we have generous “traditional” benefits, and it also means we take a lot of time to focus on high quality management and leadership, and time to make sure everyone in the company is in the right job, knows how his or her job contributes to the overall company mission, and has a clear sense of learning and career growth. We have great employee retention over the years because people love coming to work here and really feel like they’re part of something special. For more information visit www.returnpath.net.
Return Path - 13 months ago
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