Director Customer Success Management North America
Share
Job Location:
Raleigh, WV - USA
Monthly Salary:
Not Disclosed
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
Location:
Remote - North Carolina United StatesJob ID:
R0114343Date Posted:
Company Name:
HITACHI ENERGY USA INCProfession (Job Category):
Communications & Corporate AffairsJob Schedule:
Full timeRemote:
YesJob Description:
Hitachi Energy is seeking a Director for Customer Success. This is a remote based opportunity. The role will be responsible for overseeing and optimizing customer support operations within a designated hub. This role focuses on ensuring exceptional service delivery leading a team of customer care professionals and driving continuous improvement in customer satisfaction.
Job Responsibilities
Lead mentor and develop a team of customer care representatives fostering a positive and high-performing work environment.
Manage daily customer service operations ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Develop and implement customer service policies procedures and best practices to enhance efficiency and customer experience.
Monitor and analyze customer feedback identifying trends and areas for improvement and implementing corrective actions.
Handle escalated customer inquiries and complaints ensuring timely and effective resolution.
Utilize customer relationship management (CRM) systems to track interactions manage customer data and generate reports.
Job Qualifications
Bachelors degree in Business Administration Communications or a related field.
Minimum of 5-7 years of experience in customer service or customer care with at least 2-3 years in a leadership or managerial role.
Proven track record of managing and motivating a customer-facing team.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Proficiency in CRM software (e.g. Salesforce ServiceNow) and Microsoft Office Suite.
Knowledge of industry best practices in customer service and contact center operations.
Must be eligible to work in the US without needed sponsorship.
Equal Employment Opportunity (EEO)-Females/Minorities/Protected Veterans/Individuals with Disabilities
Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.
This is solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes will not receive a response.
Required Experience:
Director
Key Skills
- Category Management
- Athletics
- Customer
- ABAP
- Hydraulics
- ITI
About Company
Discover how Hitachi Rail is connecting the future of mobility through integrated rail solutions, across rolling stock, signalling, digital technology and more.
