Hitachi

Director, Customer Success Management

Hitachi

full-time

Posted on:

Location Type: Remote

Location: North Carolina • Texas • United States

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Job Level

Lead

Tech Stack

ServiceNow

About the role

  • Lead, mentor, and develop a team of customer care representatives, fostering a positive and high-performing work environment.
  • Manage daily customer service operations, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
  • Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer experience.
  • Monitor and analyze customer feedback, identifying trends and areas for improvement, and implementing corrective actions.
  • Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
  • Utilize customer relationship management (CRM) systems to track interactions, manage customer data, and generate reports.

Requirements

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • Minimum of 5-7 years of experience in customer service or customer care, with at least 2-3 years in a leadership or managerial role.
  • Proven track record of managing and motivating a customer-facing team.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Proficiency in CRM software (e.g., Salesforce, ServiceNow) and Microsoft Office Suite.
  • Knowledge of industry best practices in customer service and contact center operations.
  • Must be eligible to work in the US without needed sponsorship.
Benefits
  • Equal Employment Opportunity (EEO)-Females/Minorities/Protected Veterans/Individuals with Disabilities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer servicedata analysispolicy developmentprocedure implementationperformance managementescalation handlingcustomer feedback analysisdata-driven decision makingteam managementcustomer care
Soft skills
leadershipmentoringcommunicationproblem-solvingorganizational skillsinterpersonal skillsmotivationadaptabilityconflict resolutioncustomer focus