1to1help.net - Chief Customer Success Officer

Summary:

Accountable for the overall portfolio delivery, client satisfaction and management of expectations while ensuring that the work fits the strategy, is delivered on time and budget. Manage high-level client relationships, looking for opportunities to up/ cross-sell products and services through relationship management. Oversee the account operations and work for optimum resource utilizations, performance management and other key KPI's. Suggest innovative solutions to provide market differentiation, efficiency improvements, and better user experiences along with counsellor network expansion. Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.

The ideal candidate will have strong analytical skills, proven stellar leadership abilities, and a future-ready, in-depth understanding of the target landscape.

Role & Responsibilities:

Establishes metrics for defining the relationship with customers

- Simple metrics to manage customers as an asset.

- Voice of the Customer competency development.

- Real-time issue trending and tracking (such as complaints).

- Corralling all the surveys and uniting a company-wide approach.

- Optimizing for "listening" pipe opportunities, web, social media, field, etc.

- Create a united platform for understanding and acting.

Influences cross-company agreement on how to deliver greatest value to customers

- Define what customers value - how to determine the differentiating experience to be delivered and -determine what customers to invest in.

- Create a common language set and definitions for the customer experience.

- Drive Operational Excellence through continuous improvement and innovation

- Inspire customer success to define and deliver on the customer value proposition, without sacrificing firm profitability targets

Drive accountability through cross-company data and metrics

- Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI).

- Identify baseline metrics for tracking interaction with customers.

- Drive tracking and reporting to get to reliability in key interactions.

- Overseeing Department/ delivery on all agreed KPI's

- Reviewing intra day process peaks and troughs to manage resources effectively

- Weekly/Daily productivity audits

- Daily workflow checks and prioritization of work as per TAT

Be a trusted partner to customers

- Leverage knowledge of both the industry and client to provide unique and constructive perspectives.

- Understanding the client and working to tackle their pain point is key.

- Collaborative strategy that follows the customer journey from the first step all the way towards continuous success.

- Specific to 1to1Help, responsibilities are around managing events, renewals, collections, reporting

- A&B accounts for strategic partnership

- C&D accounts for increased automation and self service