It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
As the Director of Customer Success Operations, you will support Navex Global’s International Customer Success Organisation (CSO) in optimising the customer experience whilst driving operational excellence and maximising partnerships across the broader organisation. Reporting into the Managing Director, International this position will require close, regular liaison with the VP of Customer Success based in our headquarters.
You will be responsible for complete oversight of the International Customer Success and Support teams dedicated to providing high quality engagement activities and best in class support for our customers. As a member of the International Leadership team, you will participate in setting the direction for the international business.
In this role, you will coach, motivate, monitor and manage team managers to achieve operational excellence whilst leveraging NAVEX Global’s award winning methodologies and processes. You will develop broad knowledge of company process, management of Customer Success and Support teams, and communication and reporting to Senior Leadership. These are critical to the continued growth and success of team members and team achievement. Additionally, you will collaborate with customers on management escalations to mitigate issues, drive resolution and work alongside cross-functional teams to ensure effective customer lifecycle management.
We Offer You:
A collaborative, thriving organisation with constant growth potential and strong brand recognition
An inclusive work environment centred around personal growth, career development and mentors dedicated to your success at every level
Competitive pay and benefits that matter, including the time and flexibility for a balanced lifestyle
What You Will Do:
Ensure teams deliver on key metrics
Collect and report metrics specific to multiple team’s performance
Focus on customer satisfaction, customer expansion and net retention
Serve as a point of escalation for customer issues
Identify, collaborate, and implement enhancements to existing internal processes and procedures
Evaluate and seek to understand the customer satisfaction influencers and ensure teams have the tools, training, and processes to deliver a superior customer experience
Analyse international capacity planning needs and provide appropriate recommendation to support goals
Some international travel may be required, and is dependent on, and compliant with, government guidance
Leading and Developing People:
Continuously lead, build, coach and inspire your managers to optimise their teams’ capabilities and ensure they develop their teams in accordance with our core competencies and values
Advocate for a team culture where each member of staff can realise their full potential and see continual development reflected in their career
Provide clear individual and team goals that ensure each team member understands their role and how their outputs will contribute to the success of their business function and NAVEX Global; course correct where necessary and proactively address performance issues
Participate in interview, selection, hiring and onboarding of new managers and staff, as necessary
What You Will Need:
A Bachelor’s degree or relevant commercial experience required
5+ years of related professional experience in a customer success or customer support role
3+ years leading and developing managers of teams in a customer relationship role; a strong coaching mindset and extensive experience with resource training and professional development are critical
Fluency in English. Fluency in further modern languages preferred but not required
Experience of working with customers across many geographies and time zones and in a cross matrix global business, navigating multiple stakeholder requirements simultaneously
Excellent organisational and customer relation skills, including the ability to facilitate customer conversations and presentations at all levels of the organisation
The ability to adapt management style to motivate and facilitate the success of each employee
The ability to learn and assimilate new information quickly to meet tight deadlines in a fast-paced environment. You will need excellent business judgment to navigate ambiguous situations and respond quickly and decisively to changing business and technical environments
A high level of attention to detail, excellent follow through and reliability
Experience with Microsoft Professional applications (Windows 10, Outlook, Word, Excel, PowerPoint, Visio, and OneNote)
Excellent verbal and written communication skills with a commitment to engage and collaborate with people across a variety of levels with diverse backgrounds
NAVEX Global is an equal opportunity employer, including disability/vets.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!