Director of Customer Success

Company Description:

Sutherland, a global BPO delivering extraordinary customer experiences and providing exceptional customer support to some of the world’s best known and best loved brands, has an exciting position available for a customer-focused, goal-oriented individual to join us on-site in Pittsford, NY.

Job Description:

This newly created position is not for the faint of heart. We’re looking for someone who can play a key role in driving the success of the work we’re doing on behalf of the world’s largest social media companies. You’ll use your sales and business acumen; strategy development and execution abilities; and proven team building skills to lead and grow an internal team; collaborate with the client; and partner with senior leaders to realize success.

Key functions of the position include:

• Customer Engagement
• Revenue Planning
• Sales Activation
• Agent Performance Management
• Operations Management and Team Management & Development.

Specifically, you will focus on:

• Optimizing the performance delivery, quality and results of the sales program by building rapport and managing/developing an inside sales team.
• Thinking strategically on the most effective and efficient ways to meet the needs of our customers (advertisers and agencies) and work with the major stakeholders on ways to improve the service we provide through our programs.
• Building and maintaining a strong partnership with the client through a cadence of weekly and/or monthly business reviews.

Qualifications:

• Proven experience managing teams in a sales environment (digital ad sales experience is a major plus!)
• 8+ years of upper-management experience
• Proven success in client-facing collaboration
• Effective client presentation, persuasion, and interpersonal communication skills
• A background in spotting revenue trends, drivers and opportunities as well as identifying the levers necessary to take advantage of these opportunities and to co-create action plans with our client.
• Creative and resourceful in finding effective solutions to problems and situations.
• Strong analytical skills in order to interpret data, identify trends, and make suggestions for improvements.
• Ability to manage communications and issues and to quickly and effectively solve problems as they arise
• Demonstrated leadership skills with the ability to evaluate opportunities, and develop/ implement performance improvement efforts within a diverse team

If you’re a dynamic leader, confident in your skills and background, and ready to take on a new and exciting challenge, you just might be right for this spot. Think you have what it takes? There’s only one way to find out: apply today. There’s no telling how far you could go!

Additional Information:

All your information

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.