Position Summary

The Director, Customer Success – Center of Excellence is a team leader, an implementation manager, critical thinker, strategic partner, knowledge resource, excellent communicator, and program advocate. The Director, Customer Success – Center of Excellence is responsible for executing and overseeing resources related to client projects and relationships. This position manages the day-to-day communications and initiatives with OEMs and works closely with internal and external resources to ensure the success of technical and strategic initiatives across client projects. A successful Director, Customer Success – Center of Excellence is responsible for orchestrating and measuring the success of COE team members, client health, and contributing to determining the growth potential of existing COE clients.

The Director, Customer Success – Center of Excellence is asked to wear many hats when interacting with team members and clients. This individual is a constant learner. They are a leader, have executive presence, a positive attitude, and the ability to motivate and inspire. They are key in maintaining and growing the client relationship by coaching their team through ongoing client interactions and getting directly involved when necessary.

A successful Director, Customer Success – Center of Excellence will thrive in a fun, fast-paced environment with the ability to manage multiple projects simultaneously. The Director, Customer Success – Center of Excellence takes pride in their team’s achievements as much as if not more than their own, and constantly looks for opportunities to improve relationships with clients and team members.

Responsibilities

Strategic Planning

• Drive program performance with an analytical mindset; use analytics and various reporting tools to provide insight and guidance to the clients regarding performance. Develop dashboards and metrics to serve the team’s and clients’ needs for data-based support and decision making.
• Attend internal planning meetings and proactively contribute solutions and feedback, follow/help improve Agile and internal company processes.
• Create team OKRs, oversee completion of objectives and hold team members accountable to monthly/quarterly updates and readouts.

Leadership Vision

• Serve your team as a mentor and leader. Help each team member grow their skillset and set goals according to the Objectives and Key Results principles.
• Set team expectations on performance-based in feedback and transparency.
• Drive for high NPS and client retention and growth.
• Identifies challenges within the team, existing process, gaps in process and Client Success organization and proactively works with the necessary parties to propose solutions.

Client Support

• Be the client’s fanatical representative within Rollick!
• Work with internal sales, client success, product/technology teams, and external service providers to ensure client’s questions/requests/issues are managed well, dependencies are identified, issues are resolved, and risks are mitigated.
• Become proficient in the operation of Rollick’s recreation industry leading marketing automation platform, Aimbase – (1) execute client tasks such as email campaigns, data imports/exports, report generation (2) Provide basic assistance to clients on the usage of Aimbase (3) act as the liaison between client and the onboarding team during new client installs of Aimbase.
• Monitor and manage to cycle time metrics and team SLAs to ensure client support excellence.

Change Management

• Be receptive to feedback from many stakeholders and strive for continuous improvement within the team, processes and client support tactics.
• Develop team processes and serve as a thought leader for other teams on best practice while navigating when the existing processes truly are best practice and/or when there are improvements/efficiencies to be adopted.
• Serve as an example to the team on ways to adopt efficiencies and find creative ways to integrate AI into their day-to-day tasks.  

Financial Management

• Manage the client billing according to internal processes.
• Track and monitor team capacity to ensure appropriate team staffing for excellent client and Rollick team support.

Strategic Communication/Management

• Collaborate with sales and other key stakeholders to developer new processes to better serve our clients
• Manage a list of ad-hoc tasks that need to be executed, some to be executed by you and some by other Rollick resources.
• Interface with clients quarterly to ensure solid lines of communication, quick and meaningful issue resolution, and client relationship value growth. As part of this, host client status calls as necessary and drive action items to completion.
• Communicate meaningful feature release details and/or platform enhancements to clients in a timely manner.

Team Development

• Ensure team members are operating according to company policies and best practices.
• Train new team members and encourage self-growth through internal and external learning opportunities.

Qualifications

• Strong interpersonal and leadership skills
• Experienced with defining measurable achievements and goal setting
• Strong motivational skills with the ability to inspire a team to constantly operate at the next level
• Ability to communicate individual contributor and team achievements
• 3+ years in a client facing role with a passion for client satisfaction and customer success
• Strong verbal/written communication and organization/prioritization skills
• Experienced with technical platforms, such as:
  • Website Content Management (CMS) systems
  • Email platforms
  • Task/time management systems
  • Data analytics platforms
  • Marketing automation systems
• Proven experience managing multiple projects simultaneously
• Analytical approach to problem solving
• Team and detail oriented; self-motivated; works hands-on; technology enthusiast
• Passionate client advocate
• Proficient in all Microsoft Office applications
• PMI Certification a plus
• 2+ years formal project management experience a plus
• Bachelor's degree in Marketing, Business, or related area a plus
• Some knowledge of agile development techniques a plus
• Emotional intelligence to stay calm throughout turbulent projects or client meetings required
• Ability to resolve issues equitably with clients and internal stakeholders
• Ability to join in and grow our work hard/play hard, fun environment a must!

Skills

• Integrity
• Relationship building
• Active listener
• Mentor, cheerleader, positive attitude
• Obsessive organization
• Ability to handle multiple projects at once
• Team building and coordination
• Ability to analyze data
• Strategic thinking
• Public speaking
• Presentation development
• Detail-oriented
• Proficient written and verbal communicator
• Project management
• Problem-solving
• Risk management
• Process and schedule management
• Project planning and management
• Proactive – does not wait to be told what to do; anticipates needs

Benefits:

• A flexible work environment with remote work options 
• Medical, Dental, and Vision Benefits (Rollick pays 90% for employees and 50% for family)
• 401K
• Three Weeks PTO 
• Ten paid company holidays (9 + Birthday)
• Half-day Fridays during the summer
• Regular company-sponsored events, parties, and get-togethers 

About Rollick, Inc.

Rollick is a technology solutions partner that helps manufacturers and dealers find, win, and keep customers. We are on the Inc. 5000 Fastest-Growing Private Companies list and are a 3- time winner of the Powersports Business Nifty Fifty award for our products and technology.    We work with thousands of dealers, over 130 manufacturers and an affinity partner network with access to over 50 million high-quality customers including policy holders of major insurance providers, employees at more than 2,000 top U.S. companies, members of the military, veterans and first responders. We have a work hard play hard culture of A-Players. When you join the Rollick team, you get to work with a hand-selected and battle-tested team of extraordinary human beings.  We are looking for the best of the best to join our growing team.   For more information, visit Rollick.