Regional CS Director

About the role

The function of the Regional Customer Success Director is to lead and direct a geographically distributed dynamic territory team of Customer Services professionals, within the scope of the set strategic direction and the defined operational processes, to maximise the customer support revenues, by driving and continuously improving customer satisfaction (NPS) in the best, most cost-effective way.

What you'll do

• Drive the planning and scheduling of deliverables i.e. KPI’s, escalation reports and be responsible for the performance of local teams through the use of available tools…
• Periodic calls with Sales directors to ensure they are aware off all installations being managed to achieve revenue targets
• Communicate objectives to individual managers of the regional team ensuring all business targets are met, following progress regularly
• Manage the delivery of customer satisfaction in the region by addressing the issues and escalations where required
• Provide a single contact point and act as an interface between the Regional Sales Leads, Finance

What you need

• Sales
• Customer success
• Customer service
• Escalation handling
• SAP
• Employee engagement

Good to have

• CRM
• Six Sigma