Director Customer Success Management - North America

Director Customer Success Management - North America

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Hitachi Energy is seeking a Director for Customer Success. This is a remote based opportunity. The role will be responsible for overseeing and optimizing customer support operations within a designated hub. This role focuses on ensuring exceptional service delivery, leading a team of customer care professionals, and driving continuous improvement in customer satisfaction.

• Lead, mentor, and develop a team of customer care representatives, fostering a positive and high‑performing work environment.
• Manage daily customer service operations, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer experience.
• Monitor and analyze customer feedback, identifying trends and areas for improvement, and implementing corrective actions.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Utilize customer relationship management (CRM) systems to track interactions, manage customer data, and generate reports.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5‑7 years of experience in customer service or customer care, with at least 2‑3 years in a leadership or managerial role.
• Proven track record of managing and motivating a customer‑facing team.
• Strong analytical skills with the ability to interpret data and make data‑driven decisions.
• Proficiency in CRM software (e.g., Salesforce, Service Now) and Microsoft Office Suite.
• Knowledge of industry best practices in customer service and contact center operations.
• Must be eligible to work in the US without needed sponsorship.

Mid‑Senior level

Full‑time

Other

Appliances, Electrical, and Electronics Manufacturing and IT Services and IT Consulting

Hitachi Energy is an Equal Employment Opportunity (EEO) employer committed to encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, protected veteran status, or any other legally protected characteristic. As an EEO Employer, applicants may request to review the company’s affirmative action plan during standard business hours by contacting an HR representative.

Protected veterans and qualified individuals with a disability may request a reasonable accommodation if they are unable to use the career site. Consulting for accommodations and other resources can be obtained through the provided HR contact. For more information regarding your EEO rights as an applicant, please visit the company’s EEO statement page.