Director of Client Services

  • Customer Support, Customer Service, Call Center
  • Full-time Remote
  • 3 days ago
  • Work Remotely
  • Shift Morning
  • Job Qualifications Bachelor
  • Job experience 8 to 10 Years
  • Job level Experienced

Job Description

Join the SiteCare team as Director of Client Services.
The Director of Client Services is a linchpin role at SiteCare. We strive to provide the best WordPress support, development, and website management services in the industry, and the Director of Client Services plays an integral role in making those efforts a reality.
The Director of Client Services reports to the Chief Operating Officer.
This role is fully remote.
Responsibilities
  1. Implement the strategic plan for our Support and Development teams, focusing on leading a positive client experience, driving client growth through renewals and retention, delivering best-in-class WordPress hosting, WordPress update management, WordPress security, and WordPress development services, as well increasing the number of services per client from new client acquisition.
  2. Work with our Development Manager and Support team to organize and execute a steady stream of inbound development and troubleshooting requests for WordPress sites of varying complexity, and tasks/projects with a scope ranging from 2-40 hours of development time. WordPress sites range from basic marketing brochure sites to highly dynamic eCommerce, membership, and learning management websites.
  3. Manage monthly development retainers of up to 40 hours.
  4. Collaborate with the Director of Digital Marketing to develop and refine processes for client onboarding, team member training, and client retention activities.
  5. Drive and measure client outcomes, service adoption, and overall client experience.
  6. Perform technical assessments.
  7. Influence future lifetime value through cross-selling marketing services, and increasing client satisfaction and overall health scores.
  8. Reduce churn and drive new business growth.
  9. Build and lead a first class team.
  10. Recruit and develop new team members (Developers, Account Coordinators, and Support Engineers).
  11. Help establish Client Success as a company-wide initiative, regardless of client service line (marketing, development, maintenance, etc).
  12. Foster collaboration among the team.
  13. Track performance of teams and individuals to ensure objectives are met.
  14. Work closely with the COO to develop programs for renewal forecasting, client upsell opportunities, and identifying clients who may be at risk for churn.
  15. Execute quality assurance methodology
  16. Meet and advise clients through our SiteCoach consulting program.
  17. Help build a culture of highly motivated and engaged Support and Development team members by maximizing the strengths of the team and aligning their efforts.
  18. Address escalated client issues with urgency, orchestrating resources across the company as appropriate.
  19. Build awareness for SiteCare and its services and be an ambassador for the SiteCare brand.
Requirements
  1. 8+ years of experience as an Technical Account Manager, Web Delivery Manager, Account Director, Customer Success Leader, Agency Owner, or a combination of those roles.
  2. Demonstrated experience leading and growing a team of WordPress Developers.
  3. Sound knowledge of WordPress and the overall open source WordPress landscape, including new developments and web hosting offerings.
  4. Experience with site optimizations for speed and audit compliance
  5. Ability to design and plan implementation for complex WordPress websites such as eCommerce, Memberships, Learning Management, and multisite networks.
  6. Proven ability to consult and guide clients in making sound decisions that bridge technology and business needs.
  7. Demonstrated experience driving upsells and expanding client engagements.
  8. Excellent communication skills; written, verbal, and presentation.
  9. A high degree of emotional intelligence and client empathy.
  10. Demonstrated excellence in analytics thinking, process development and improvement, problem solving, and delegation and planning.
  11. Able to be agile in responding to evolving business priorities and escalating client issues.
  12. Strong operational skills that will drive organizational efficiencies and client satisfaction.
  13. You share the SiteCare core values.
  14. Ability to travel if needed.
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