clients inDinero

Director of Client Success

Location

🇺🇸 USA Only

Job Type

Full-time

Experience

N/A

Salary

N/A

Skill Set

Role

Customer Support

Job Details

“Be the Torchbearer of a Client-Centric culture, that leads to Excellent CX”

inDinero is growing. We are looking for client engagement leadership that gets the times are changing. That technology is transforming the industry. That the fastest growing trend for growth companies is to seek out a trusted partner for delivering their finance back office...like inDinero.

The Director of Client Experience will oversee the entire lifecycle and experience; including Client Success, Implementation, Onboarding, Renewal, and Services Specialty Marketing. This role will partner with key stakeholders in all departments to assess, create, and articulate the vision for the consistent delivery of a great end-to-end client experience across all stages, channels and touchpoints, throughout the client’s journey. Oversee the development and implementation of company-wide initiatives that improve client relations and brand loyalty. Communicate the importance of a Client-Centric business model, to improve financial performance and provide a competitive advantage, Shifting the emphasis from transactional to relational service models. The Director of Client Experience has to align the company culture towards the Success of the Client. Every department and every associate must understand the importance and significance to the company, and fully participate. Duties and responsibilities will grow and evolve, as initiatives and staffing for Client Experience and Client Success grow.

Job Description and Responsibilities:

  • Identify, execute, and drive global service programs to improve client experience, reduce expenses and client churn
  • Develop and manage KPI's that measure the success of CX, provide an Early Warning for potential problems, and align with the Corporate Goals/Strategies
  • Create team goals to improve client experience and drive client advocacy
  • Motivate team members to meet company goals and push for success
  • Meet with top-level executives and department heads to discuss potential plans and initiatives to implement for Client Experience/Success
  • Establish measurable criteria for success and focus on building organizational alignment
  • Help to build a consistent and streamlined client experience across all departments
  • Measure and track delivery ROI on identified CX initiatives
  • Champion a continuous process improvement culture across the lifecycle
  • Create a positive client association with the inDinero brand, to drive renewals, add-on services and reference ability
  • Provide Training Oversight for CX/CS Team
  • Provide analysis of NPS and Churn Report, identifying Root Cause and Building applicable Get-Well plans, when necessary
  • Gather all relevant feedback, such as survey responses, emails and escalations from clients, to learn more about their experience with the company
  • Deliver QBR’s to the Executive Team
  • Work closely with sales account managers to help communicate the value of the services provided
  • Develop comprehensive client segmentation and the corresponding personalized marketing and experience strategy to help drive loyalty and satisfaction
  • Foresee market changes and shifting client expectations, making necessary changes to maintain alignment
  • Identify problem CX areas within the company and work with them to find and implement solutions
  • Oversee and grow NetSuite Implementation Practice

Requirements

  • Minimum eight years of experience in client experience and client transformation related to improving client strategy, client profitability, client retention and cross sell programs
  • Bachelors degree in business, finance, accounting or a related field
  • Deep advisory experience in Client Experience using client needs/preferences/expectations to drive client strategy and business transformation
  • Design thinking and/or journey mapping skills
  • Perspective/proven projects where CX is used as a lens improve business outcomes in Finance as a Service
  • Demonstrated ability to analyze critical business requirements, identify deficiencies and potential opportunities and develop innovative methodologies for enhancing competitiveness, revenue, cost optimization
  • Experience leading a team of 10+ people
  • Impeccable client services skills
  • Knowledge of best practices in client service and retention
  • Proficient with applicable software applications such as CRM, NPS Tracker
  • Strong written and verbal communication

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Work From Home
  • Wellness Resources