Associate Director - Customer Success Job in Drinkprime

Job Description: As the Associate Director of Customer Success at DrinkPrime, you will play a critical role in ensuring that our customers receive an unparalleled experience with our products and services. You will be responsible for overseeing our customer success operations and leading the Customer Experience (CX) process to elevate customer satisfaction and loyalty. Key Responsibilities: - Customer Success Leadership: Supervise and guide a team of team leads, trainers and customer service representatives in managing customer inquiries, issue resolution, and the delivery of exceptional customer support. Develop and implement contact center processes, scripts, and training programs to optimize customer interactions. Monitor and measure contact center performance, establish KPIs, and conduct regular performance assessments to streamline customer support operations. - Enhancement of Customer Experience: Identify opportunities for enhancing the overall customer experience and streamline processes to exceed customer expectations. Develop and maintain a profound understanding of our products, services, and customer needs to improve the customer journey. Proactively collect customer feedback, analyze data, and initiate improvements to boost customer satisfaction and loyalty. - Team Management: Recruit, train, and mentor call center staff, fostering a customer-centric and positive work environment. Set high standards for excellent customer service through your leadership and example. - Collaboration across Functions: Collaborate with various departments, including Sales, Product, and Marketing, to ensure a seamless and consistent customer experience across all touchpoints. Data Analysis and Reporting: Leverage data and analytics to track customer success metrics, report on performance, and make data-driven decisions for process enhancements. Qualifications: -Bachelor's degree in Business, Customer Service, or a related field. Master Preferred. -10+ years of experience in managing inbound call centers or customer success teams. -Exceptional communication, problem-solving, and interpersonal skills. - Strong leadership and team management capabilities. - A customer-centric mindset and a passion for delivering outstanding customer experiences. - Proficiency in data analysis and reporting. - Familiarity with contact center software tech stack is a must.