Director Customer Success Management - North America

Director Customer Success Management - North America

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.

Location Remote - North Carolina, United States of America;
Atlanta, Georgia, United States of America;
Charlotte, North Carolina, United States of America;
Houston, Texas, United States of America;
Nashville, Tennessee, United States of America;
Pittsburg, California, United States of America;
Raleigh, North Carolina, United States of America

Job type Full time

Experience Management

Job function Customer Service & Contact Center Operations

Contract Regular

Publication date

Reference number R0114343

Hitachi Energy is a global technology leader in electrification, powering a sustainable energy future through innovative power grid technologies with digital at the core. Over three billion people depend on our technologies to power their daily lives.

With over a century in pioneering mission-critical technologies like high-voltage, transformers, automation, and power electronics, we are addressing the most urgent energy challenge of our time – balancing soaring electricity demand, while decarbonizing the power system.

Headquartered in Switzerland, we employ over 50,000 people in 60 countries and generate revenues of around $16 billion USD. We welcome you to apply today.

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 Equal Employment Opportunity Employer, applicants may request to review the Affi ... The rest of the paragraph regarding EEO rights as an applicant, please visit this website .