Director, Customer Success
- Employer
- Allstate Insurance Company
- Location
- Chicago, Illinois
- Salary
- Not Specified
- Closing date
- Feb 26, 2019
View more
- Category
- Operations, Executive / Management
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Details
Drift is a new car sharing platform focused on improving mobility and reducing the cost of car ownership. We give car owners a way to earn extra income from their idle cars and connect drivers with a convenient, affordable way to drive a car when they want.
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
Good Work. Good Life. Good Hands.
As a Fortune 100 company and industry leader, we provide a competitive salary but thats just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, youll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.
Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For jobs in San Francisco, please click "here" for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click "here" for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.
It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.
Company
- Website
- https://www.allstate.com/
Get job alerts
Create a job alert and receive personalized job recommendations straight to your inbox.
Create alert