Director Client success and support

Director Client success and support

Description

Responsibilities

• Develop and implement client success strategies to improve satisfaction and retention
• Oversee the client support team and ensure timely resolution of inquiries and issues
• Build and maintain strong relationships with key clients and stakeholders
• Monitor client feedback and implement improvements to service delivery
• Collaborate with sales and operations teams to identify growth opportunities
• Track and report on client success metrics and support performance
• Create and manage client onboarding and training programs
• Address escalated client concerns and ensure effective problem resolution
• Develop and document support processes and best practices
• Conduct regular client check-ins and business reviews
• Stay informed about industry trends and client needs in security and investigations
• Support the professional development of team members through coaching and mentorship

Requirements

• Bachelor's degree in Business, Communications, or a related field
• Entry-level experience in client success, customer support, or a related area
• Strong interpersonal and relationship-building skills
• Excellent verbal and written communication abilities
• Ability to manage multiple priorities in a remote work environment
• Proficiency with client relationship management tools and software
• Problem-solving mindset with a focus on client satisfaction
• Strong organizational and time management skills
• Ability to work collaboratively across teams and departments
• Adaptability and willingness to learn in a fast-paced industry
• Preferred: Experience in the security or investigations industry
• Preferred: Familiarity with support ticketing systems and analytics tools
• APPLY
• Full time
• Entry Level
• Remote
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