Manager, Customer Success Directors
Since 2005, Yodle has grown to 1,400+ employees, and we’re not slowing down. With an unmatched combination of rapidly-developing technology, thoughtful data analysis, and expert levels of service, we make online marketing accessible to local businesses.
Everyone at Yodle plays a pivotal role in the company’s overall success. Here, there’s no such thing as slipping through the cracks. We’ve maintained our startup culture for a reason: to create an environment where you can own your ideas and run with them, no matter where you happen to fall on the org chart.
This position is responsible for the management of the Customer Success Director (CSD) team within Yodle for Brand Networks. Work with team members to drive retention, satisfaction, and growth within assigned books of business. Measure performance KPI’s and service cadence to ensure compliance with processes. Develop and support staff on key client decisions relating to strategy and integration of core YBN offerings.
•Demonstrate project management capabilities with the ability to deliver on time quality work
•Daily self-organizational cadence for prioritization of managerial tasks and executive projects
•Day to day management of Customer Success Director team with fixed KPI cadence
•Lead weekly team meetings to align individuals with organization goals/initiatives
•Responsible for team performance as it relates to retention and growth
•Assist in guiding account strategy and implementation plans for Franchise Account and Multi-Location Businesses
•Form relationships with key accounts and attend major client meetings as needed
•Arrest customer issues prior to them becoming a larger problem
•Minimize Churn at corporate and individual location levels
•Act as escalation point on major client issues
•Create training programs to further develop team members
•Assist in shaping processes based on business needs and staff feedback
•Evolve customer focus methodology to improve client satisfaction and success
•Inspire team member growth & development of skill set
•Ensure the CSD team being managed maintains and grows client and client revenue
•7+ years of relevant work experience
•3+ years minimum of management experience
•Digital experience desired
•Enterprise account management desired
Yodle offers an excellent health and welfare package for you and your family, including a 401K match! Each office location offers its own unique set of perks such as free lunch, food trucks, contests, chair massages, gym memberships, commuter benefits, and don't forget about company happy hours!
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