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Director, Customer Success
Location:
Suwanee, GA
Description:
Doxim is the customer communications and engagement technology leader serving financial and regulated industries. Our platform with its suite of integrated, SaaS software and document technology solutions helps clients digitize operations, improve efficiency, and modernize customer experience. With Doxim, clients can communicate reliably and effectively, improve cross-sell and upsell opportunities, and drive increased loyalty and wallet share through personalized omnichannel communications. Job Summary: The Doxim Director Customer Success Manager (CSM) plays a critical role in managing projects and process workflows, print and fulfillment estimating, enhancing sales support operations, and most importantly, ensuring the success of our Customers and our Customer Service team. The CSM’s responsibilities will encompass managing customer service, overseeing the fulfillment of requests for quotes/RFP’s, tracking win-loss metrics to boost profit margins, and assisting the General Manager in special projects and initiatives. Customer Service Team Management and Support: Lead and support Customer Service Representatives (CSR) and Assistants. Conduct regular performance evaluations and provide coaching and support to enhance their effectiveness. Build strong secondary relationships within each client contact group, focusing on key stakeholders. Attend CSR/Client meetings to lend additional support and backup for key accounts. Understand and evaluate current job entry and billing procedures and workflows. Learn and assess all job entry systems and current software packages being used. Develop workflow charts and procedural documentation for each account. Liaison between Doxim Corporate Customer Success Team and Doxim Direct CSR’s for single point entry into Sales Force. Account Assignment Management: Upon completion of SWOT analysis, work with team to load level CSR account assignments. Create, document, and publish backup plans for each account. Ensure each CSR account backup has regular touch points on accounts to maintain fresh and current knowledge. Ensure seamless customer support during team member absences. SWOT Analysis : Perform detailed and strategic SWOT analyses on CSR’s and their key customer accounts. Use the findings to develop tailored strategies for improving customer satisfaction and retention. Work directly with Doxim Corporate Customer Success Management to enter data into SFDC. Estimating Learn Doxim Direct’s local estimating system and pricing models. Collaborate with the estimator to provide timely and accurate quotes to Customer Service Representatives, Account Executives and/or Direct Customers. Collaborate with sales team and assist with large RFQ’s, estimating overflow and estimator absence. Work within the team to cross train additional backup for estimating. Create pricing grids for standardized production cost centers (e.g. Printing of postcards and envelopes of various sizes ) Quote/RFP Requests: Oversee the management of incoming requests for quotes, ensuring prompt and accurate responses to customer or Doxim sales and/or pricing inquiries. Implement strategies to streamline the quote generation process and improve response times. Work with GM to update and improve estimating tools for ease and accuracy of estimating. Profit Margin Enhancement: Track and analyze win-loss data to identify trends and opportunities for increasing profit margins. Develop and implement strategies to optimize pricing and improve competitiveness. Understand and evaluate PrintStream data collection and job costing tool to align with estimating tool. Work with Production Manager to implement true job cost data entry for accurate shop floor data collection. General Manager Support: Assist the General Manager in completing special projects and initiatives. Collaborate with cross-functional teams to drive business improvements and innovation. Qualifications: - Proven experience in sales support and management roles. - Strong leadership and team management skills. - Systematic mindset with the ability to interpret data and make strategic decisions. - Logical thinker with strong mathematical and spreadsheet capabilities. - Excellent communication and interpersonal skills. - Proficiency in project management and process improvement methodologies. - Extensive experience in the printing, mailing and fulfillment industry. - Postal/USPS structure and regulation knowledge a plus. This position requires a dynamic leader with a passion for optimizing sales support operations and enhancing customer success. Doxim company encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position. EOE/M/F/Disabled/Vets Doxim is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veterans’ status. #INDOX Powered by JazzHR
Company:
Doxim
Posted:
May 23 on The Resumator
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More About this Listing: Director, Customer Success
Director, Customer Success is a Executive Director Job at Doxim located in Suwanee GA. Find other listings like Director, Customer Success by searching Oodle for Executive Director Jobs.
Director, Customer Success is a Executive Director Job at Doxim located in Suwanee GA. Find other listings like Director, Customer Success by searching Oodle for Executive Director Jobs.