What are the responsibilities and job description for the Director, Client Success position at OC Tanner?

Director, Client Success

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.

Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies.

Hybrid Work Schedule-Monday thru Wednesday in office, Thursday & Friday remote option.

Join us as we help people all over the world thrive at work. Here is where we need you most :

Director of Customer Success

O.C. Tanner Client Success Director leads our team of Account Managers responsible for our clients. These clients are typically global organizations with advanced recognition solutions. These teams are responsible for day-to-day operational excellence, program results and success, and client retention through successful sustainment of their recognition strategies. The Director will create and drive the vision and evolution of the team, as well as being responsible for the development and growth of each team member. The right person for this role will have experience in technology, SaaS account support, and customer success management.

Duties :

Build and guide a team that delivers outstanding service led by your example.
Mentor and coach Account Management team's evolution to Success Management.
Lead client retention efforts that create lasting relationships.
Ability to work with and build strong, positive relationships with clients, sales team, Finance and Supply Chain.
Continually develop team members for continued career growth and sustain the onboarding of new team members.
Support and participate in department and company initiatives that support the company strategy map.
Ensure alignment to and compliance with client agreements, primarily SLAs & pricing.
Successfully resolve escalations to mutual satisfaction.
Learn and maintain systems knowledge and business rules.
Drive continual improvement through lean principles and innovative thinking.
Other duties as assigned.

Requirements (KSAs) :

Ability to effectively communicate vision and lead team through change

Collaborate positively and build strong relationships with teammates throughout the organization

Skilled in client presentations

Competent in fundamental office applications e.g., Microsoft Office suite, Zoom, etc.

Ability to learn to navigate several software solutions including O.C. Tanner proprietary software

Maintain and pursue professional development goals

Maintain a global perspective

Participate in a team environment that values people above everything else

Demonstrate appreciation every day, use our recognition solutions frequently, and be willing to accept recognition graciously

Effectively manage multiple demands and deadlines

Handle high-pressure, sometimes stressful situations by leading with a calm demeanor

Embrace and demonstrate our core values of Innovation, Operating Excellence, Client Care, Elevating Others, and Worldwide Impact

Experience & Education :

5 years leading a customer service or account executive team

2 years applying Client Success Management principles

Experience in a SaaS organization

Bachelor's degree required; Master's degree preferred

Essential Functions / Working Conditions :

Must be located in the Salt Lake Valley

Office type work requiring long periods of sitting at a computer, typing, etc.

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Director, Client Success

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