Director of Customer Success, BoxLock Inc.
Responsibilities: Lead Customer Success, Build and Manage a Team dedicated to the satisfaction of our customers and carriers.
About the Role:
BoxLock is seeking a compassionate, organized and results oriented manager to lead our customer satisfaction team. This is a director level position, reporting to the Head of Growth. This individual should have experience building and leading customer service teams.
BoxLock is committed to protecting deliveries. The success of our customers and stakeholders is critical to the success of our business. We make sure our customers’ deliveries are there reliably when they expect them. We help the carriers make their routes more consistent and reduce their redeliveries. The relationships between the customers and carriers is symbiotic. Positive experiences from our customers result in positive reviews, which drive sales. Positive experiences by the carriers that deliver to a BoxLock are dependent on the user’s set-up and are the key to continued carrier use that drive positive experiences for our customers.
This individual will be responsible for building and managing a world-class team responsible for the satisfaction of our customers and the training of our carrier partners. This includes the identification and implementation of tools, documentation and routines to help drive efficient success.
We’re looking for someone who can manage and build a team of insourced and outsourced experts to effectively manage and expand BoxLock’s capabilities to protect deliveries. We expect this individual to be a customer advocate, a team player, a ruthless prioritizer, a collaborator and a mentor.
Define and optimize customer journey
Define the vision of a BoxLock customer experience
Define and oversee lifecycle processes/touch points, “listening” points (e.g. on usage, NPS), and others
Personally manage escalations from your direct reports, and follow a methodical escalation process to senior leadership
Identify opportunities for continuous improvement
Drive true value for customers
Drive company-wide definition of ideal customer
Be an expert on best practices
Find ways for team to deeply understand our customers’ objectives and become a trusted right-hand advisor
Create company-wide customer feedback loop, specifically with the Product team
Help foster company-wide culture of Customer Success
Own key metrics for your team
Habits / product adoption metrics
Recruit, mentor, groom and inspire a world-class team
Build a pipeline of great candidates
Establish a rigorous interview process
Set expectations on performance and give feedback
Set up training and mentoring to grow team
Create culture of massive customer delight
5+ years experience in leading customer-facing organizations
Have managed a team of at least 5
Strong empathy for customers and a passion for revenue growth
Excellent communication and presentation skills
Have managed customer service for a retail product (preferably a consumer electronics or connected security product) from inception to launch
Consumer electronics industry experience
Logistics industry experience (preferably small parcel and/or last mile delivery)
Security products experience
Strong program management skills within a fast-paced, cross-functional environment
Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors.
Excellent time management skills with demonstrated ability to operate in a fast-paced environment and juggle ever-changing priorities and deadlines