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Director of Customer Success

2 months ago

Montreal, Quebec, Canada Brain Finance Full time

About the Role

The Director of Customer Success will play a pivotal role in leading and optimizing the performance of our customer service operations at Brain Finance. This high-impact position requires a visionary leader who is dedicated to delivering exceptional customer experiences, fostering a culture of excellence and continuous improvement, and achieving industry-leading results.

Key Responsibilities

  • Customer Satisfaction and Experience
    • Establish and achieve customer satisfaction goals, ensuring our customer review ratings are consistently best-in-class.
    • Develop and implement strategies to elevate the customer experience and drive customer loyalty.
  • Operational Excellence
    • Oversee daily call center operations to ensure smooth and efficient service delivery.
    • Develop and implement process enhancements to improve operational efficiency and reduce costs.
  • Leadership and Team Management
    • Lead and manage a diverse team of customer service professionals, providing coaching and development opportunities to enhance their skills and performance.
    • Develop and implement employee action plans to improve performance and maximize recoveries.
  • Financial Management
    • Develop and manage budgets to ensure financial goals are met and exceeded.
    • Analyze financial reports to inform strategic decisions and optimize operations.
  • Compliance and Risk Management
    • Ensure compliance with departmental policies and procedures to uphold high-quality service and operational efficiency.
    • Conduct regular audits to identify and mitigate risks, ensuring compliance with internal controls and quality standards.
  • Training and Development
    • Develop and implement training programs to ensure all staff have the necessary skills and knowledge to deliver exceptional customer experiences.
    • Coordinate and manage third-party vendors to support training and development initiatives.
  • Reporting and Analytics
    • Prepare and format data and ad-hoc reports to manage employee performance scorecard.
    • Provide monthly reporting on results as requested by the business.

Requirements

  • A degree in Business Administration, Management, Communications, or a related field is typically required.
  • Minimum of 10 years of experience in call center operations, with at least 5 years in a senior management or director role.
  • Proven track record of managing large-scale call center operations and leading diverse teams.
  • Experience in strategic planning and execution within a call center environment.
  • Demonstrated experience in budgeting, financial planning, and cost management.
  • Ability to analyze financial reports and make informed decisions to optimize operations.
  • Strong analytical skills with the ability to assess and improve operational processes.
  • Excellent problem-solving skills to address complex customer service issues.
  • Ability to interact effectively with various stakeholders, including staff, vendors, and senior management.
  • Strong knowledge of CRM systems and performance management tools.
  • Ability to build and maintain effective relationships with internal and external stakeholders.

Perks and Benefits

  • Group Insurance (Health and Dental)
  • Retirement Savings Plan (RSP)
  • Employee Assistance Program (EAP)
  • Hybrid - Office / remote (the team is in the office on Wednesdays)
  • Additional Days off (Moving day, Birthday, 5 personal days)
  • Health and Wellness Program
  • Office perks: Event Coordinator responsible for social activities, 5-7, snacks provided, yoga and meditation room
  • Paid subscription to training tools
  • Benefits for public transportation (Bixi, Opus)
  • Modern open plan office with ping pong and pool table
  • A friendly and relaxed working environment