Director Customer Success Management - North America

Hitachi Energy is seeking a Director for Customer Success. This is a remote based opportunity. The role will be responsible for overseeing and optimizing customer support operations within a designated hub. This role focuses on ensuring exceptional service delivery, leading a team of customer care professionals, and driving continuous improvement in customer satisfaction.

Job Responsibilities

Lead, mentor, and develop a team of customer care representatives, fostering a positive and high-performing work environment.
Manage daily customer service operations, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer experience.
Monitor and analyze customer feedback, identifying trends and areas for improvement, and implementing corrective actions.
Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
Utilize customer relationship management (CRM) systems to track interactions, manage customer data, and generate reports.
Job Qualifications
Bachelor's degree in Business Administration, Communications, or a related field.
Minimum of 5-7 years of experience in customer service or customer care, with at least 2-3 years in a leadership or managerial role.
Proven track record of managing and motivating a customer-facing team.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Proficiency in CRM software (e.g., Salesforce, ServiceNow) and Microsoft Office Suite.
Knowledge of industry best practices in customer service and contact center operations.