Delivery and Customer Success Director
As a result of Covid19, over 3.9 billion people were forced to remain at home and millions of companies such as Twitter, Facebook, Spotify, and many others announced that they would adopt “work from home” policies during and beyond quarantine. Remote work has become the new normal. TransparentBusiness has stepped in to fill that need.
TransparentBusiness is an award winning SaaS platform designed to enable efficient and transparent work-from-home processes and resolves the main issues related to Remote Workforce Management: making distributed work efficient and verifiable.
TransparentBusiness allows for coordination and management of geographically distributed teams, finally enabling companies to perform day-to-day activities with the same or even more accountability as one would find in an office environment. TransparentBusiness is not only changing the way the world works, but also making it transparent, data driven and verifiable.
THE WAY WE WORK
We are an innovative, open-minded and passionate company seeking to energize others via a flexible and transparent work environment. We are growing rapidly and want our teams to grow along with us. We believe in integrity and are committed to executing successful projects in a timely and professional manner.
The Delivery and Customer Success Director will be responsible for managing, optimizing, and driving customer experience to secure quality and efficiency. Orchestrate groups to lead major transformational convergent projects which encompass customer success as well as define improvement initiatives. Provide and maintain tools and processes for an effective and efficient handling of incidents.
Business Development: serve as primary contact for customer inquiries, perform customer negotiations, build positive working relationships to set the foundation for business expansion, and successfully manage client expectations.
Customer Experience Management: inquisitively solicit client feedback, optimize client consumption of our enterprise technology solutions, navigate customer expectations, analyze and troubleshoot adoption issues in a timely fashion in coordination with the customer support team.
Client Analytics: leverage quantitative metrics, compose a set of satisfaction goals and criteria, evaluate customer’s experience against predetermined metrics, and track/report on overall satisfaction.
Team Leading: outline initiatives and direct the service delivery team, manage conflict, ensure the team’s processes and tasks are carried out efficiently, and identify process improvements to achieve cost effectiveness and time savings.
Project Management: identify and document requirements and set reasonable project timelines, document resource needs, risks, project scope and contingency plans, facilitate and lead meetings to ensure progress on solutions and products, work with vendors and third parties to integrate solutions.
Ability to lead software development projects and ensure objectives, goals, and commitments are met. Effective interpersonal skills including leadership, negotiation skills, coaching, collaborating, and team building. Strong analytical, planning, and organizational skills with an ability to manage competing demands. Superior analytical and creative approach to problem-solving. Strong organizational skills and attention to detail. Excellent oral and written communications skills. Ability to present ideas in business-friendly and user-friendly language . Successfully presents technical information. Ability to make effective and persuasive presentations to senior management. Ability to manage remote team
- A Bachelor’s degree in IT or a Business-related field.
- Project management certification.
- Fluent in English and Spanish