Assistant Director - Customer Success

Department: Climate Equity and Impact

Employment Type: Permanent - Full Time

Location: Downtown Boston - Tremont Street

Compensation: $109,054 - $115,697 / year

Description

The Assistant Director - Customer Success leads customer operations, setting and enforcing service standards, enhancing customer satisfaction, and monitoring performance metrics. They manage escalation processes, train and mentor staff, and develop marketing strategies for Climate Equity and Impact programs.

Key Responsibilities

• Manage, direct and motivate the Statewide Client Service Center Manager, Manager - Client Services - SCSC, and Client Service Associates according to best practices to achieve program outcomes.
• Use data to maintain compliance with program standards and requirements, identify and quantify risks and issues, and inform recommendations for process improvements.
• Develop and ensure team adherence to KPIs to assist in measuring operational status and effectiveness.
• Define and deploy customer service best practices across all customer facing staff. Other related duties as required.
• Serve as a leadership escalation point and facilitate resolution.
• Ensure processes in place to support a seamless client journey.
• Coordinate with ABCD PI and other marketing teams on developing and communicating program achievements and information.
• Engage with web design team for statewide websites for updates and adjustments.
• Engage with partner organizations to develop new and refine existing customer workflows across teams and entities.
• Maintain accurate and up-to-date electronic and paper records, running queries and generating reports as requested.
• Analyze record-keeping processes and make recommendations, as requested, to improve design and functionality.
• Conduct market research and data analysis to develop outreach strategies for program improvements.
• Develop and implement outreach strategies to increase exposure and reach of the program.
• Participate in related information sessions and presentations.
• Communicate with vendors and utilities as needed.
• Update Program Guidance and other program documents if requested.
• Prepare reports and assemble data as requested.
• Complete case studies for selected projects as necessary.

Skills, Knowledge and Expertise

• Demonstrated ability to utilize databases and spreadsheets.
• Strong oral and written communication skills.
• Demonstrated ability to implement systems and structures that promote operational efficiency at scale.
• Strong data analysis and organizational skills and attention to detail.
• Self-directed, systems oriented problem solving.
• Ability to lead a team.
• Growth mindset, with experience in scaling operations.
• Flexibility, initiative, and ability to work in a team required.
• Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds.

EDUCATION & EXPERIENCE:

A minimum of a Bachelor's Degree administration, communications, social sciences or related field and 5 to 10 years of work experience in customer service operations or similar role is required. Previous supervisory and leadership experience is required.