Director Customer Success

OVERALL MISSION 

The Customer Success Director is responsible for client satisfaction, development, and retention. He/she leads the Customer Success team and guides it to make the client experience a competitive advantage. He/she anticipates contract renewals in order to anticipate client needs and maximize retention opportunities. 

  

KEY RESPONSIBILITIES 

·         You lead and develop a performance- and service-quality-oriented organization. 

·         You ensure a smooth, consistent, and distinctive client experience across all touchpoints. 

·         You manage operational performance through key indicators: client satisfaction, service quality, utilization rate of contracted servicing, productivity, and process automation. 

·         You oversee the governance of contract renewals and competitive tenders by ensuring that the service offering matches client needs, addressing pain points, and maximizing client intimacy. 

·         In partnership with the Sales and Delivery teams, you enable a seamless client experience across all interactions with Worldpanel. 

·         You embody the voice of Worldpanel with clients and contribute directly to the company’s business performance by sustainably improving client satisfaction and operational efficiency.