Director of Client Success Channel Strategy

Overview

The Director of CS Channel Strategy is a highly motivated customer service leader with a proven record of building and optimizing digital platforms while continuing to deliver best in class customer service on existing platforms. The Director will be responsible for applying skills and knowledge with a disciplined approach to ensure the team meets or exceeds performance objectives, maintains a high level of client satisfaction, while also building efficiencies, automation, and processes. This individual will lead a team responsible for developing and executing strategies to enhance customer engagement, optimize operational efficiency, and drive business growth through digital channels.

Responsibilities: * Drive digital innovation and serve as a change agent throughout the organization, developing a clear and compelling digital strategy. * Own and monitor the digital-innovation project portfolio. * Build, manage, and continue to grow a digital-innovation ecosystem, both internally and externally. * Identify new tools (AI, digital, CRM) that can support and enhance our solutions. * Qualify and understand the full range of market trends, influences and opportunities relevant to the business, market, and customer base. * Understand the challenges and opportunities within both existing and new customer segments. * Develop compelling and differentiated digital propositions. Compile case studies to demonstrate our value. Identify new capabilities and/or partnerships required to strengthen capabilities. * Implement digital strategy by working with cross-functional partners to map and transition analog processes to digital ones. * Be an evangelist - championing the use of digital technology and practices to engender a digital mindset from the top down. * Monitor key performance indicators (KPIs) related to customer satisfaction, response time, and resolution rates, and implement strategies to achieve targets. * Reviews and develops ways to best leverag