Job Description
Carlisle Architectural Metals (CAM), a leading division of Carlisle Construction Materials, is dedicated to delivering innovative and high-quality architectural metal solutions. We are seeking a visionary leader to join our team as the Director of Customer Success in our Ackworth, GA or Elk Grove Village, IL location. This is an exciting opportunity to transform and elevate our customer service operations, driving exceptional customer satisfaction and loyalty.
The Director of Customer Success will play a pivotal role in shaping the future of our customer service operations. This strategic leader will be responsible for overseeing all aspects of customer support, ensuring operational excellence, and fostering a culture of empowerment and continuous improvement. The ideal candidate will be a visionary, capable of setting a clear direction, implementing robust processes, and leveraging advanced systems to enhance team performance and customer experience.
Duties and Responsibilities:
Leadership and Vision:
- Define, develop, and lead a high-performing Customer Success department.
- Establish processes and performance efficiencies to drive best-in-class customer service.
- Transform the Customer Service department into a cohesive, collaborative team through empowerment, engagement, and continuous improvement.
Operational Excellence:
- Direct overall customer service operations, setting performance objectives and metrics.
- Implement tools and systems to measure progress and ensure consistent achievement of business goals.
- Monitor and enhance operational performance, driving changes to improve efficiency and customer experience.
Customer Experience:
- Foster a climate of superior customer service through coaching, mentoring, and education.
- Act as the final point of contact for escalated customer complaints, ensuring timely and effective resolution.
- Oversee the onboarding and orientation process for new distributors, direct sell customers, and sales representatives.
Strategic Initiatives:
- Identify, develop, and implement programs, policies, and procedures that support total customer satisfaction and company profitability.
- Leverage industry knowledge and ERP systems (such as SAP) to drive operational improvements and market share growth.
Qualifications:
- Education: Bachelor's degree in business administration or related field.
- Experience:
- A minimum of 8 to 10 years of customer service experience.
- At least 8 years in a managerial or director role with proven strategic leadership experience.
- Demonstrated success in building and leading high-performing teams.
- Knowledge of the construction and/or roofing industry is preferred.
- Experience with ERP systems (such as SAP) is an advantage.
Knowledge/Skills/Abilities:
- Demonstrates a successful track record of building and improving high performing teams. Able to develop and maintain team effectiveness including efficient staffing, workflow patterns, performance standards, as well as delineation of duties and responsibilities in managing a large and geographically dispersed team and customer segment.
- Ability to achieve high levels of performance while maintaining high morale and teamwork.
- Strategic thinker willing to challenge assumptions and conventional wisdom.
- Ability to influence and empower the team to execute efficiently while mentoring and coaching team members.
- Outstanding relationship and verbal/written communication skills are keys to success in this position.
- Has the skills and ability to manage multiple tasks and initiatives in an environment of constant interruption, while executing and ensuring priorities are met
Working Conditions:
- Environment: Office setting with occasional travel (estimated at 30%).
- Hours: Typically first shift, 40 hours per week, Monday - Friday.
- Travel: Required for this position.
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