Director, Customer Success

AVI-SPL; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading company in digital enablement solutions is seeking a Customer Success Director to manage key accounts and drive service excellence. This role involves team management, performance metrics, and enhancing customer relationships through effective service delivery. Join a dynamic team that values collaboration and professional growth.

Benefits

Medical benefits, including vision and dental

Paid holidays, sick days, and personal days

Enjoyable and dynamic company culture

Training and professional development opportunities

Qualifications

• 4 years experience in a Management role with multiple direct reports.
• 2 years experience managing Global Accounts.
• Advanced knowledge of Video Conferencing systems.

Responsibilities

• Complete ownership of assigned accounts ensuring best in class service.
• Direct management of Onsite AV Managers/Technicians.
• Collection of customer statistical data for reporting.

Skills

Management

Customer Relationship Management

Team Collaboration

Performance Management

Technical Team Management

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

Description

WHO WE ARE

AVI-SPL is a digital enablement solutions provider that transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, including our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe success starts with a strong team, and an inclusive, diverse workplace advances us all.

Roles and Responsibilities

The Customer Success Director's responsibilities include, but are not limited to:

1. Account Management

• Complete ownership of assigned accounts, ensuring best-in-class service.
• Develop, adopt, and deliver best practice service levels across all teams.
• Identify, agree, and own a continuous service improvement (CSI) program with customer accounts and drive change.
• Work with stakeholders and colleagues to manage incidents effectively and develop efficient IM processes, improving service delivery.
• Maintain an organized, professional environment where onsite teams meet and exceed client standards.
• Understand and identify KPIs for successful engagement at customer sites.
• Increase wallet share among global accounts through value-added services, fostering deeper relationships.
• Influence lifetime value via service adoption, customer satisfaction, and overall quality.
• Establish strong cross-functional relationships to ensure service quality and consistency globally.
• Coordinate with various teams to ensure seamless service transition, including installation or new service additions.

Team Management

• Manage onsite AV Managers/Technicians and support onsite staff.
• Promote team collaboration and morale.
• Ensure team members work on Management by Objectives plans, reviewed regularly.
• Implement performance management and conduct appraisals.
• Hold regular 1-2-1 meetings with direct reports.
• Lead staff recruitment when needed.
• Assist in TUPE processes for potential new staff.

Administration

• Collect and report customer data, including SLA performance and business metrics.
• Maintain customer scorecards and success indices.
• Create client-facing reports and documents.
• Chair monthly/quarterly service review meetings, preparing reports and minutes.
• Enhance onsite documentation, including SOPs and staff handbooks.
• Provide monthly reports to AVI-SPL leadership.
• Maintain high CSAT and NPS scores.
• Align with sales on cross-sell and up-sell strategies to promote retention.

Required Skills (Mandatory)

• At least 4 years of management experience with multiple direct reports.
• Minimum 2 years managing global accounts.
• Advanced knowledge of video conferencing endpoints, infrastructure, and room control systems.
• Deep understanding of AV/VC best practices.
• Expertise in Microsoft Excel and PowerPoint.
• Proven experience managing technical teams.
• Ability to build effective relationships within client hierarchies.

Additional Information

Other Responsibilities:

• Coordinate with the Onsite Managed Services Administrator to manage holiday and sickness coverage.
• Perform any other duties assigned by management.

WHY YOU’LL LIKE WORKING HERE

• Medical benefits, including vision and dental
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

MORE ABOUT US

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, veteran status, disability, or membership in protected groups. We are a VEVRAA Federal Contractor and an AA/Disabled/Veteran Protected Employer.