Director, Customer Success

Vista Equity Partners Management, LLC; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a fast-growing technology company committed to simplifying benefits administration through innovative solutions. As the Director of Customer Support, you will lead a dynamic team, drive key performance metrics, and enhance customer satisfaction. This role offers the chance to shape customer service strategies and implement process improvements while working in an inclusive environment that values diversity and employee well-being. With a focus on professional growth and a rewarding culture, this position is perfect for those looking to make a significant impact in a supportive team setting.

Benefits

Unlimited PTO

Generous 401(k) Plan

Paid Parental Leave

Mental Health Support

Employee Recognition Programs

Volunteering Days

Qualifications

• 5-7 years in leadership roles in Customer Service.
• Experience in managing inbound teams and multi-location environments.

Responsibilities

• Manage operations, hiring, and training for customer service teams.
• Ensure compliance with best practices and improve performance metrics.

Skills

Customer Service Management

Leadership Skills

Project Management

Coaching Skills

Communication Skills

Problem Solving

Detail-oriented

Education

Bachelor's Degree

Healthcare Experience

Job description

Join Us at PlanSource: Your Exciting Career Awaits!

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

The Director, Customer Support will be responsible for driving key Customer Service Operations and metrics. Day to day operations include leading the team of service team specialists and team leads in providing support to brokers and employers utilizing the PlanSource Platform and manage and coach a team of licensed and non-licensed employees of varied degrees of experience to deliver superior customer service to our consumers.

The Director, Customer Support will define, oversee and execute against the department's quality initiatives, strategic objectives, and training plans to support continued process and performance improvements. In addition, this role will manage escalated and complex customer service issues.

Responsibilities include:

• Manages operations and activities including capacity planning, hiring, training, and improvement of key performance indicators, performance monitoring/quality assurance, and employee development /mentoring.
• Maintains and improves productivity goals established for daily, monthly, quarterly, and annual periods.
• Ensures accurate and timely delivery of all KPIs reporting metrics to measure and monitor performance.
• Responsible for the establishment of and compliance with best practices as well as continual implementation of process improvements.
• Provides leadership and clear day to day direction for supervisors and agents. Build a team environment through regular contact, communication, onsite meetings and conference meetings with management.
• Coordinates with the operations management team to ensure highest levels of customer satisfaction.
• Coordinates with other functional areas regarding telephony and IT operations reliability and functionality.
• Acts as a point of escalation on customer issues and projects that need additional support, especially on those account where no Account Manager may be assigned.
• Maintains and reports metrics on team performance such as response time, call volume, frequency of issues reported, etc. as may be defined by Management.
• Manages and/or participates in Client Service projects serving as project lead and/or process best practices expert, helping build expectations for future relationship.
• Works closely with management to develop and implement comprehensive strategies in core business, job competencies and other client service functions.
• Recruits and retains high-quality staff to keep up with business growth.
• Conducts regular performance evaluations.
• May be required to work off-shift or occasional travel to other sites for training or as needed.
• Additional tasks may be required as determined by management.

Scope

Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations effective achievement of objectives.

Complexity

Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participates in corporate development of methods, techniques and evaluation criteria for projects and people. Ensures budgets and schedules meet requirements.

Discretion

Erroneous decisions will have a serious impact on the overall success of functional, division, or company operations.

Interaction

Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.

Supervision

Directs and controls the activities of a broad functional area through several department managers within the company. Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.

Responsibilities

• Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
• An inclusive environment with Employee Resource Groups, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
• The opportunity to work for a fast growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
• Fast-paced environment with big goals and the opportunity to make a big impact.

Top five reasons to come to PlanSource:

#5: Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. Vista’s portfolio of technology and software companies collectively make up the 4th largest software ecosystem in the world.

#4: PlanSource is highly rated with our customers. Be proud of our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.

#3: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, employee recognitions, and a commitment to wellbeing.

#2: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and offering development plans and tracks to pursue your personal and professional goals.

#1: Share our values. Be part of a team that values diversity and representation in all levels of the organization. Be part of a team that gives back to local communities, and is actively aware of their social and environmental impact.

PlanSource is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.

We celebrate and support our employees’ diversity in age, color, disability, ethnicity, cultural beliefs, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status and other characteristics that make our employees unique.

NOTE: We will consider a remote employee for approved cities PlanSource can accommodate.

If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education.

REF 4702

Qualifications

Necessary Strengths, Skills, and Competencies

• 5 - 7 years of progressive leadership positions, deep Customer Service knowledge managing an inbound team in a Customer Service environment. Experience with Healthcare desirable. Multi location experience desired.
• Strong influencing and coaching skills.
• Detail-oriented and ability to creatively seek viable solutions to complex situations.
• Excellent time and program management skills.
• Demonstrated project leadership and management experience, including cross-functional collaboration.
• Ability to facilitate meetings and give presentations to senior management.
• Strong understanding of effective curriculum development, training, communications and quality enhancement methods.
• Ability to create a culture of excellence through strong leadership, coaching, mentoring, and motivating skills for the development of the leadership team.
• Strong communication and organizational skills.
• Ability to work efficiently in a high demand and fast paced environment.