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Director, Customer Success

Employer
Allstate Insurance Company
Location
Chicago, Illinois
Salary
Not Specified
Closing date
Jan 28, 2019

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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

COMPANY INFORMATION The Allstate Corporation (NYSE: ALL) protects people from life's uncertainties with more than 113 million proprietary policies. Allstate offers a broad array of protection products through multiple brands and diverse distribution channels, including auto, home, life and other insurance offered through its Allstate, Esurance, Encompass, SquareTrade and Answer Financial brands. Allstate is widely known from the slogan "You're in Good Hands with Allstate." The Allstate Corporation is the largest publicly held personal lines property and casualty insurer in America. Allstate was founded in 1931 and became a publicly traded company in 1993. In 2023, Allstate was number 84 on the Fortune 500 list of largest companies in America. WHAT WE DO We’re more than insurance agents and claims representatives. We’re individuals with hopes, plans and passions. The biggest of which is helping people live smarter, safer lives. Doing so means continuing to re-imagine how we do what we do, the impact we can make on the world, ways we can each succeed in our own careers and actions we can take as a company that are good for all. To do that, we need all kinds of people – including lawyers, accountants, building engineers, project managers, marketing professionals, human resource specialists and so many more. WHO WE ARE – INCLUSIVE DIVERSITY    We hold each other accountable to encourage and embrace our collective differences. It’s our individual characteristics, values and beliefs, along with backgrounds and experiences that give us fresh perspective and purpose. We work harder, meet customer needs more effectively, share better, and identify more innovative ideas when we are accepted for who we are by the world around us. Our success comes from a chorus of many different voices. At Allstate, every voice counts.​ In our stand against racism, we’ve been making changes within Allstate. We’ve been listening, learning and engaging in change. We are focused on improving equity for all. Allstate is committed to long-term change not only in the way we conduct our business, but also for our employees. There’s a dynamic environment waiting for you here. You’ll find people with similar interests, as well as the many who’ll help expand your horizons. We believe in the power of connections. That’s why Allstate promotes diversity through a robust network of employee resource groups. It helps connect us all and supports our unique talents. Here are some of the available resource groups that actively support our employees: Abilities Beyond Limitations & Expectations African American Working Network Allstate Asian American Network Allstate Foster and Adoption Network Allstate PRIDE Allstate Veterans Engagement Team and Supporters Allstate Women’s Information Network Entrepreneurs at Allstate Families at Allstate Matter Native American Peoples at Allstate Professional Latino Allstate Network Young Professionals Organization WHY JOIN OUR COMPANY Allstate has been protecting people from life's uncertainties since 1931. We continuously develop and improve products and services so our customers can live well protected. For employees, we offer an environment that fosters innovative thinking and collaboration - where you'll be able to explore your ideas and feel proud of the work you do.  Our Benefits Allstate is dedicated to helping employees live happier and healthier lives. As a Fortune 100 company and industry leader, we provide a competitive salary and a benefits package that includes medical and dental insurance, tuition assistance, as well as a robust pension and 401(k). Plus, you'll have access to a wide variety of programs to help you balance your work and personal life - including a generous paid time off policy.  Growth and Development We support your desire to grow and provide opportunities to learn, explore new horizons, and follow your passion in a meaningful career. From access to hundreds of learning opportunities to in-house networking and rotational work experiences, Allstate is a place where you can forge your own path and expand your personal and professional potential. 
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