Sr Director, Self Service Customer Experience ID-1019

We are looking for a creative, passionate, and customer-focused Sr Director, Self Service Customer Experience to join the Salesforce team. This is an incredible opportunity for an innovative leader to help shape the future of customer service within our organization. In this role, the ideal candidate will be responsible for leading the self-service customer experience team and driving customer success strategies. You will have the chance to develop and execute strategies that will strengthen customer relationships, improve customer satisfaction, and create a more seamless customer experience.The successful candidate will bring a unique blend of strategic thinking, customer service expertise, and technical acumen. You should have a track record of developing and executing customer success strategies, and a proven ability to drive tangible improvements in customer experience and satisfaction.This position requires a Bachelor's degree and at least 8-10 years of experience in customer service, customer success, product management, or related fields. The ideal candidate will also have experience leading customer service teams and have a track record of driving successful customer relationship strategies. A background in customer service technology and CRM is a plus.If you are a customer-focused leader with a passion for making customers successful and are looking for a role that will challenge and excite you, we’d love to hear from you.

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Responsibilities:

  1. Lead and manage the self-service customer experience team to ensure customer success strategies are executed effectively
  2. Develop and execute strategies to strengthen customer relationships and improve customer satisfaction
  3. Drive tangible improvements in customer experience and satisfaction
  4. Provide customer service expertise and technical acumen to the team
  5. Lead customer service teams and drive successful customer relationship strategies
  6. Monitor customer service technology and CRM systems
  7. Analyze customer feedback and develop action plans to address customer issues
  8. Research and develop best practices for customer service and customer success
  9. Collaborate with other departments to ensure customer service is integrated across the organization
  10. Train and mentor customer service personnel to ensure customer service best practices are followed

Job Qualifications

  • Excellent Communication And Interpersonal Skills
  • Strong Business Acumen
  • Strong Leadership Skills
  • Strategic Vision
  • Extensive Knowledge Of Customer Service Best Practices
  • Proven Success In Customer Service Delivery
  • Demonstrated Ability To Motivate And Lead A Team
  • Proficiency In Salesforce Or Other Crm Systems

 

Required Skills

  • Change Management
  • Process Improvement
  • Project Management
  • Performance Management
  • Strategy
  • Communication
  • Negotiation
  • Leadership
  • customer service
  • Relationship Management
  • Analytical Thinking
  • Staff Development
  • Collaboration
  • Problem-Solving
  • Decision-Making

 

Soft Skills

  • Communication
  • Leadership
  • Negotiation
  • Time management
  • Interpersonal Skills
  • creativity
  • Organization
  • Teamwork
  • Adaptability
  • Problem-Solving

 

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