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Director of Customer Success

Company: ComTec Systems
Location: Vineland
Posted on: April 1, 2021

Job Description:

Company Description

ComTec Systems, Inc has been providing Communication and Collaboration solutions since our inception in 1988. The success of our clients is our focus and all of our core values support that focus. A ComTec employee is an innovative problem solver committed to fully understanding the problem and approaching new challenges with enthusiasm. Our employees have integrity, are accountable, are fearless and are visionaries. Finally, ComTec employees are asked to reflect on our actions and activities and be honest about what we learn from hindsight. ComTec Systems is in growth mode and with that comes exciting opportunities and challenges. If you are looking for an organization where your voice is heard, you can forge your own path, and you can work in a highly collaborative environment, then ComTec could be a great place for you. We are looking for the best of the best to join our team. ComTec Systems, Inc. is an independent consultant serving the Tri-State area for over 25 years. Offering a highly diverse portfolio of services, including cloud computing, managed services, and consulting, ComTec has a distinguished track record of providing its clients with the most up-to-date technologies to help them succeed. We are dedicated to staying on the cutting edge of the industry by continually investing in the latest innovations and building a team of highly motivated and talented professionals. Summary The Director of Customer Success (DCS) is a vital orchestration point throughout the customer lifecycle. The DCS is responsible for developing the team while sustaining client relationships built on trust, problem solving and customer satisfaction. The ideal DCS is highly energetic, well-spoken and focused on understanding the ComTec product set to provide solutions, as well as identify opportunities to add value to our customers. A successful DCS will be driven to achieve Customer Success and always have the pulse of their client base. Essential Duties and Responsibilities

  • Develop innovative programs, manage, and ensure delivery of the ongoing education of ComTec's customers.
  • Develop and manage processes for smooth transition of leads into the sales team.
  • Develop KPIs and metrics for Customer Success and present the information collected in a meaningful way to the ComTec leadership team.
  • Be fearless in enacting changes that improve ComTec's customers experience across all departments.
  • Ensure the Customer Success team is aligned with ComTec's Core Values.
  • Work closely with Marketing to develop collateral needed to support Customer Success activities.
  • Work closely with Channel Development to ensure Customer Success activities are inclusive of Channel partners.
  • Manage existing contracts and contract renewals for all products and services.
  • Identify process improvements to improve the ComTec Customer Experience.
  • Communicate with existing clients (via telephone and site visits) to resolve problems, complete satisfaction surveys.
  • Support, Mentor and Grow the Customer Success Team.
  • Provide customer training during the implementation process and as requested.
  • Maintain daily activities in business management platform -ConnectWise, to track interactions with both customers and prospects.
  • Participate in community/networking/business development events with Sales Team colleagues.
  • Provide daily/weekly updates to manager on individual activity.
  • Interact routinely with Sales and Marketing Teams and interdepartmentally to discuss customer account improvements, leads, as well as recommend improvements.
  • Other duties assigned by management. Minimal Key Performance Indicators ("KPI") - DCS is responsible for exceeding the minimal KPI every month with a goal of establishing a balance between client satisfaction and on boarding new clients. (To Be Discussed) Commission/Bonus
    • DCS will be bonused quarterly based on opportunities generated by the Customer Success Team. Renewals, Customer Referrals, Upsells and Cross-sells. (To Be Discucssed)
    • Excellent verbal, written, interpersonal & presentation skills - training experience a plus.
    • Ability to solve practical problems, provide clear and concise resolution in a timely manner, with an exceptional understanding and commitment to exceeding customer expectations.
    • Motivational team player, yet performs well independently.
    • Strong business acumen.
    • Organized & detail oriented, especially in fast-paced, empowered environment.
    • General technology background & commitment to learning ComTec products in a detailed manner. Education/Experience Bachelor's Degree in business, Communications, or Marketing or equivalent experience is preferred. Experience/Knowledge
      • 10+ years sales or customer service, sales and or account management, preferably in telecommunications or data/IT industry.
      • Proven track record of meeting or exceeding activity and sales quotas.
      • Demonstrated record of building and maintaining strong client relationships.
      • Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint) and ConnectWise. Qualifications
        • Valid US Drivers License required.
        • Reliable transportation.
        • Available to travel to territory, which includes Southern NJ, 5 Philadelphia Metro Counties, and Northern Delaware. Equal Opportunity Employer ComTec Systems, Inc. is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria. All employees are afforded equal opportunity with respect to employment, compensation, benefits, training, transfer, and promotion without discrimination. ComTec USA
          2658 N. West Boulevard
          Vineland, NJ 08360 Phone: (856) 691-5111
          Fax: (856) 696-4666 Fast to respond with a solution when an issue was raised about phone buttons. Good attention to detail. Excellent follow up on service and support procedures MO March 23, 2021 Follow through and response time was excellent. We really appreciate the way the team went above and beyond for our business needs. SB March 23, 2021 I received a call very quickly, he was pleasant to speak to and my issue was resolved in no time. CB March 16, 2021 Yes, your technician diagnosed the problem and fixed it efficiently. He also explained the problem to me in easy to understand language. He was respectful of the office work being done around him and more than polite. DE March 10, 2021 How quickly issues are resolved RL March 9, 2021 The fact that I don't have to contact the company of any issues. I receive detailed emails from start to finish. CB March 9, 2021 Very patient and helpful in assisting me with my issues. JO March 9, 2021 Do I really need to keep telling you how great Joe C is? On a scale of 1-10 his a million! GK March 3, 2021 Rob is always a pleasure to work with... LT March 1, 2021 Cody was wonderful. His professionalism is greatly appreciated.

Keywords: ComTec Systems, Vineland , Director of Customer Success, Executive , Vineland, New Jersey

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