Summary
The Director of Customer Success is responsible for leading a high-performing team dedicated to delivering exceptional customer satisfaction and supporting sales growth. This role drives a customer-first culture, overseeing all aspects of customer success, order fulfillment, sales support, and inside sales. The director will analyze customer data to continuously improve the customer experience, collaborate across departments to optimize processes, and ensure every customer interaction reflects the company’s commitment to excellence.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Team Leadership: Inspire and lead a team of customer success and inside sales professionals, fostering a culture of collaboration, growth, and continuous improvement.
- Customer Advocacy: Serve as a customer advocate, ensuring a consistent, industry-leading experience by understanding customer needs, addressing challenges, and aligning communications with customer expectations.
- Customer Success Strategy: Develop and execute a comprehensive customer success strategy that aligns with company goals, including a 3-year functional support plan to support sales growth.
- Order Fulfillment: Oversee and optimize the order fulfillment process to ensure on-time, in-full shipments, in collaboration with logistics, planning, sales and operations teams.
- Sales Support: Lead the customer success team in supporting sales, including managing customer portals, systems, and efficient processing of sales orders, quotations, invoices, and sales deductions.
- Inside Sales: Partner with sales and marketing leaders to facilitate knowledge of sales strategies and ensure effective coordination to meet customer expectations and revenue targets.
- Collaboration Across Teams: Partner with quality, operations, planning, logistics and sales to oversee and resolve complex customer issues and develop systems to improve service delivery, while maintaining product and brand integrity and customer loyalty.
- Process & Operational Optimization: Evaluate and enhance business processes to optimize order fulfillment, service quality, and revenue generation. Identify and address inefficiencies to enhance supply chain performance, reduce costs, and improve service levels. Partner with cross-functional teams to implement continuous improvements that elevate operations and the customer experience.
- Technology & Innovation: Utilize supply chain software, automation tools, and use data analytics to drive operational excellence.
- Change Management: Guide the team and organization through changes, ensuring clean communication, empathy, and support to maintain morale and productivity.
- KPI Development & Management: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of order fulfillment and sales support efforts, holding the team accountable for achieving results.
- Data-Driven Decision Making: Utilize data-driven insights to inform decisions, driving performance improvements and problem resolution.
- Project Management: Lead projects to enhance operational efficiency and customer success, ensuring timely completion, within budget, and with the desired results.
- Budget Management: Oversee and manage customer support and trade show budgets, ensuring investments in team development and systems enhancements.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
EDUCATION And/or EXPERIENCE
- Bachelor’s degree in business, sales, marketing, supply chain, logistics or related field.
- 5-7 years of experience in customer service, sales management, supply chain, or related functions in the food industry, including packaged consumer goods.
- A minimum of 3 years of team leadership experience.
- Experience with technology including Salesforce and JD Edwards preferred.
Other Knowledge, Skills, And Abilities
- Alignment with Company Values: Demonstrates behaviors and values that reflect the company’s culture. Sartori’s core values are family, commitment, authenticity, ingenuity, integrity, and humility.
- Leadership and Influence: Proven ability to lead and influence teams and stakeholders, driving a culture of positive customer success across the organization.
- Coaching: Strong coaching and mentoring skills that enhances performance, facilitates growth development, while building confidence in others.
- Strategic Vision: Possesses a strategic mindset with the ability to translate business goals into an actionable framework that supports long-term growth.
- Effective Communication: Strong verbal and written communication skills, with the ability to clearly convey insights to diverse audiences.
- Relationship Building: Builds and maintains trusting relationships and alliances both inside and outside the organization, fostering collaboration and innovation.
- Results driven – Leverages a collaborative approach to achieve results that promote Sartori’s success.
- Analytical Acumen: Ability to draw complex conclusions from data using analytical methods.
- Decision Quality: Makes informed, timely decisions using a blend of analytical insights, experience, and sound judgment.
- Continuous Improvement: Embodies a mindset focused on continuous improvement, leveraging analytics to drive transformational results.
CERTIFICATES, LICENSES, REGISTRATIONS
State of Wisconsin ServSafe Certification with 60 days of hire.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by a Team Member to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the Team Member is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The Team Member is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The Team Member must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The worker is not substantially exposed to adverse environmental conditions.