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Director of Customer Success

Operations | Phoenix, AZ | Full Time

Job Description

About Us:

RevolutionParts is the leading eCommerce tech start-up in the auto parts industry – since our inception in 2013 we have helped our car dealership customers sell over $200 million in auto parts online. Our 50+employees work out of our office in downtown Phoenix. 

Responsibilities:

  • With strategic oversight, lead all of RevolutionParts’ Customer Success Teams:

    • On-Boarding, Support, and Account Management Teams

      • Own customer experience from onboarding and implementation to ongoing support

      • Deliver consistently best in industry customer success metrics

      • Develop and implement an effective and efficient Onboarding, Support, and Account Management framework to deliver a great experience and reduce customer attrition

    • Professional Services Teams

      • Provide resources and processes to web development team to improve efficiencies

      • Interface and partner with jumbo auto dealer customers to gather best practice learnings, manage expectations, and facilitate industry networking

      • Translate market trends and customer feedback into internal action items

  • Develop methods to measure and analyze effectiveness and efficiency across all teams; recommend and implement solutions to improve outcomes

  • Oversee personnel initiatives for the Customer Success Teams to include hiring, training, developing and evaluating employees

  • Exceed RevolutionParts’ aggressive operational goals, with business outcomes closely tied to the long-term success of the company

Requirements:

  • 5+ years of leadership experience in a fast-paced, start-up environment

  • Leadership experience in a SaaS Technology environment required

  • Ability to think strategically at the executive level, foster change, and implement vision throughout all levels of the company

  • Ability to innovate and implement processes across the organization to improve operational efficiency

  • Ability to collaborate effectively with other company leaders, such as CEO, CTO and Marketing to provide leadership and consultation

  • Superior customer interaction skills and the ability to build and sustain trusted relationships both internally and externally

  • Extremely comfortable with ambiguity and change

  • Expert level ability to delegate, manage and coach internal teams to success

  • Familiarity with SEO/Marketing, website development, eCommerce and design practice

Perks:

  • Top Salary, Stock Options, and Relocation Assistance
  • Retirement Plan
  • Medical and Dental Insurance
  • Flexible Hours
  • Casual Dress Code
  • Free lunch Friday
  • Fully Stocked Fridge and Snacks
  • Team Happy Hours

Application Instructions:

Please submit your resume and a cover letter, explaining why you are a fit for this role and detailing your past experience scaling an organization.