Director of Customer Success Remote
Job description
SignLive is one of the largest VRI/VRS service providers in the UK and is part of the global Convo group operating in the USA, Canada, Australia and South Africa.
Due to internal promotions, SignLive is looking for a Director of Customer Success to join our team on a full-time, permanent basis. This role will be home based, anywhere in the UK, with travel for community events and company meetings.
The Director of Customer Success will have responsibility for growth in sales, both personally and through leadership. The successful applicant will also be responsible for providing leadership to our customer support team to ensure that SignLive has the proper administrative and reporting procedures and ensuring our customers receive the best service.
Key responsibilities:
- Identifying potential customers through events, community communications, relationship building and networking.
- Leadership for customer support team and line management of Customer Support Team Manager.
- Customer growth, identifying opportunities and growth of our customer base through ethical sales and great customer service.
- Working collaboratively with the Marketing team to create appropriate and impactful external communications.
- Maintain and enhance sales operations, contribute positively to sustaining and enhancing the experience for our customers.
- Operational management of events, identifying events, managing materials and attendance and gaining most visibility and potential from each event.
- Provide timely, accurate and complete reports on the performance and development of individuals and teams within the lines of responsibility.
- Collaborate and contribute within the management team to develop and implement plans for the operational infrastructure of systems, projects, processes, and personnel designed to accommodate the rapid growth objectives of our business.
- Foster a success-oriented, accountable environment within the company.
- Represent the business with clients, communities and business partners.
Essential Skills & Knowledge:
- Competent and confident BSL user.
- Proven ability in customer support and sales with an ability to build consensus both in business relationships and among managers, partners and colleagues.
- Line Management experience, with proven leadership skills.
- Excellent decision making and creative problem-solving skills, including negotiation and conflict resolution skills.
- Experience or deep understanding of the Deaf Community, landscape and culture within the UK.
- Tech savvy, confidence and experience managing software and systems.
- Excellent organisational skills, with exceptional time management.
- Self-starter – independent, self-motivated and able to work autonomously.
- Critical, strategic and innovative thinking.
- Ability to work independently and cross-departmentally, including collaborative working with group colleagues across Convo.
- Flexible and able to multitask; can work within an agile, fast-moving environment, while also striving toward clarity and solutions; demonstrating resourcefulness.
Highly Desirable Skills & Knowledge:
- Competency in Google Suite (Google Docs, Google Sheets, etc.)
Closing Date; Friday 8th September
SignLive is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information or parental status. We base all our employment decisions on merit, job requirements and business needs.
Job Types: Full-time, Permanent
Salary: £40,000.00-£50,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Flexitime
- Private medical insurance
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Application question(s):
- Are you a competent and confident BSL User?
Work Location: Remote
Application deadline: 09/09/2023
Reference ID: SL-CPO
