Director, Customer Success
- Employer
- Allstate Insurance Company
- Location
- Chicago, Illinois
- Salary
- Not Specified
- Closing date
- Jan 28, 2019
View more
- Category
- Operations, Executive / Management
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Details
To drive the badly needed change in the transportation system in the U.S., were launching Drift, an innovative new car sharing business that is designed to help everyday Americans take advantage of the sharing economy and the growing discontent with personal car ownership. Our mission is to reduce the cost of car ownership for Americans by matching owners of underused vehicles with individuals who would like to loan them convenient, affordable vehicles.
Job Description
The Drift Director of Customer Success will guide a robust organization responsible for establishing and overseeing the day to day operations of the customer support, trust & safety and account management functions.
The Director of Customer Success will significantly influence the success for Driftss customers with responsibility for adoption, onboarding, training, support, professional services, advocacy, and outcomes including satisfaction, retention, and usage. This job requires strong customer management and business consultancy skills, knowledge of technology, and a passion to help and serve our customers.
Job Responsibilities
- Oversee day to day operations of the customer support, trust & safety and account management teams
- Establish and measure SLA's
- Ensure proper staffing levels
- Ensure organizational awareness of all new products, processes and procedures
- Drive Customer Feedback back into the broader organization
- Develop closed loop feedback programs driving user feedback into our sales, marketing and product development processes
- Develop and oversee all customer advocacy programs
- Oversee and implement all customer survey programs
- Identify and remediate key root cause issues
- Build a world class Trust and Safety Team
- Generating SOPs, analytics, identifying conditions outside expected norms
- Implement mechanisms that precisely detect risky activities on our platform
- Identify deficiencies and implement systems of continual improvements that reduce fraudulent activities
- Monitor industry trends for best practices, fraud tools, regulations and credit card brand compliance and provide recommendations
- Oversee all aspects of Account Management
- Determine contact strategy/frequency
- Deeply understand usage and retention metrics
- Recommend and drive programs focused on user retention
Job Qualifications
Education and Experience
- Bachelors degree or equivalent
- 7+ years of management experience; including leading leaders; should include accountability for all aspects of leading an organization including people processes, client/partner relationships, work processes and delivery of work products.
Functional Skills
- Strong people management skills, including managing managers
- Ability to create and drive organizational adherence to business-critical SLA's
- Experience in implementing customer advocacy and closed loop feedback programs
- Must have a heavy metrics and process orientation
- Familiarity with CRM platforms (ie Salesforce) and Ticket Management Systems (Zendesk)
- Familiarity with common marketplace Trust & Security policies and procedures
Drift - Director, Customer Success
Company
- Website
- https://www.allstate.com/
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