Position:                 Senior Customer Success Director, Client Relations
Organization:        Delivery Solutions
Location:                United States (Remote)
Department:          Customer Success

Reports to:             Founder (Sales)

Delivery Solutions:

Delivery Solutions provides retailers with out-of-the-box solutions to power Same-Day Delivery, Curbside, In-Store pickup, Shipping, and Post Purchase experiences. We are trusted with some of the biggest names in multiple verticals of retail like Sephora, Michael’s, Office Depot, GameStop, Total Wine, Sally Beauty, Belk, Loblaw, Vineyard Vines etc.

Our SAAS-based solution is highly flexible and interacts seamlessly with E-commerce properties, OMS, WMS and POS systems for a highly scalable experience and a delighted customer base.

We are out of the box connected to the biggest names in same-day delivery like Uber, DoorDash, Postmates, Shipt, etc, with shipping providers like FedEx, UPS, USPS and many more.

Opportunity and Impact:

As the Senior Customer Success Director – Client Relations, you will develop and oversee the strategic planning, management, and measurement of Delivery Solutions’ client experience to ensure client success. The incumbent will lead a team overseeing Client Relations and Retention. As an accomplished and respected leader, you will be responsible for ensuring that the departments function seamlessly with a strong emphasis on operational excellence and client satisfaction.

Alongside your team, you will work closely with clients to discover their business needs and challenges and then educate clients on the best ways to use Delivery Solutions to solve their needs. You will be responsible for driving the adoption of the company’s solutions and identifying growth opportunities to expand Delivery Solutions’ footprint while demonstrating the value and benefit of these solutions to clients. Executing and reporting on Client Success metrics are essential and the ideal candidate will constantly be looking to innovate and engage in order to accelerate results.

Key Responsibilities:

  • Coach, develop, and motivate a high-performing team overseeing Client Relations and Retention
  • Develop strategies and best practices for clients to ensure they receive the best possible service from Delivery Solutions
  • Apply a solid understanding of our technology and use that knowledge to drive client success
  • Develop trusted advisor relationships with key accounts, stakeholders, and executives
  • Ensure the timely and successful delivery of our solutions according to client needs and objectives
  • Communicate the progress of monthly/quarterly initiatives to stakeholders
  • Prepare reports to understand performance and identify best practices and performance improvement opportunities
  • Collaborate cross-functionally to improve solutions offering and increase client satisfaction

Qualifications:

  • Bachelor’s degree in Business Administration or relevant field, or demonstrated experience
  • Strong track record of leadership success within a client success capacity
  • Proven experience building and coaching a high-performing team
  • Strategic and continuous improvement mindset, forward-thinking
  • Outcome focused and driven to achieve high client success metrics
  • Ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
  • Experience managing high-level client relationships
  • Experience working with web/app/software development teams with the ability to collaborate with cross-functional teams
  • General knowledge and understanding of E-commerce process cycles
  • Tech-savvy with the ability to adopt new technologies
  • Ability to develop strategies and transform ideas into initiatives
  • Excellent presentation and interpersonal skills with the ability to influence others

About Pender & Howe:

Delivery Solutions has retained Pender & Howe to lead the recruitment initiative for the Senior Customer Success Director, Client Relations position. Pender & Howe is a boutique retained executive search firm specializing in collaborating with human capital leaders, governing boards and CxOs in identifying world class executive leaders.

The Senior Customer Success Director, Client Relations search is led by Travis Hann. For consideration, please email a copy of your CV in confidence to Travis Hann at [email protected]