We are a rapidly growing technology company specializing in point-of-sale payment processing and delivery integrations for brick-and-mortar stores. Our unique partnerships with DoorDash, Drizly, GrubHub, and Uber Eats are only getting stronger, just like the many other partnerships we’ve forged across our industry.

Our team in Westlake Village is a small but growing group of driven and accountable individuals, and we are dedicated to helping our clients efficiently with a white-glove approach. Do you like to help business owners thrive? Do you want to be a part of a fast-growing company that specializes in California-based merchants? Do you enjoy working with new technology or do you excel in customer service roles? Do you want to be a part of our next expansion?

Summary:

Director of Client Success & Engagement is accountable for optimal client satisfaction and retention by implementing structure, processes and data analysis that supports company growth effectively and maintains the Company’s commitment to excellent customer service. The role reports to the executive leadership team and leads teams that own the client experience after sales are finalized. It supports the success and expansion of these teams by working with managers to implement new processes and structure by utilizing data analysis.

What You’ll Do:

• Create, automate, and enhance our communication processes and systems
• Work with executive leadership and the Client Success Team managers to develop the optimal client experience with all products and services through various stages of their lifecycle with the organization.
• Create and implement an analytics framework to measure client experience KPIs and success metrics
• Interpret and leverage internal and external data insights to identify potential issues and opportunities to create an optimal experience for clients across various stages of their lifecycle
• Work with managers to implement processes and procedures that standardize, measure, and support team development.
• Work with managers & HR to implement training programs and opportunities for individual growth
• Coordinate with sales, marketing, and development teams on an ongoing basis
• Other duties as assigned

WHAT YOU’LL NEED:

• 8 years of experience in a customer service leadership role in a similar field
• 5 years of experience management level experience with Salesforce
• Proficiency in Microsoft Office and Slack
• Strong written and verbal communication skills.
• Strong analytical skills with the ability to interpret data.
• Excellent problem-solving and critical thinking skills.
• High School Diploma or higher level of degree required.

Job Type: Full-time

Pay: $120,000.00 - $140,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 5 years

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Experience:

• Customer service leadership: 8 years (Required)

Ability to Commute:

• Westlake Village, CA 91361 (Required)

Ability to Relocate:

• Westlake Village, CA 91361: Relocate before starting work (Required)

Work Location: In person