Country: United States
Job ID: 5697
Posted Date: 09-Apr-2025
Job Description and Requirements
Are you passionate about building relationships with clients and being their trusted advisor??
Do you have experience in the Customer Success or Account Management fields?
What's in it for you?
- Health benefits for you and your family, including medical, dental, vision
- 401(k) investment options with employer match opportunities
- Paid Vacation Time
- Remote, work-from-home
- Great work/life balance
Join our Transcom family as a Senior Director of Customer Success!
The Senior Director of Customer Success is responsible for the general management of all Transcom Worldwide and Awesome CX client relationships operating in their assigned accounts.
What we are looking for:
Responsibilities
- Oversee a portfolio of 5-10+ brand partners, serving as a trusted advisor to drive high-value relationships and results.
- Attain a Net Promoter Score (NPS) of 75+ and a Customer Satisfaction score of 90%+ by fostering strong partnerships.
- Engage proactively with partners through consultative communication, delivering consistent value throughout the customer lifecycle.
- Monitor customer health score models to track satisfaction and engagement, swiftly addressing at-risk accounts to maintain a voluntary churn rate under 5%.
- Identify and pursue growth opportunities within accounts to support portfolio expansion through strategic account management.
- Collaborate cross-functionally with Awesome CX sales, marketing, consultative services, operations, and digital teams to drive integrated growth initiatives.
- Develop and implement scalable best practices and processes that ensure consistent, measurable customer value throughout the customer journey.
- Drive engagement and service quality through playbooks, onboarding programs, and customer advocacy efforts.
- Partner with customer success and operations teams for budget forecasting, strategic planning, and performance evaluation.
- Analyze partner data to proactively identify trends, address challenges, and support customer retention and growth.
- Participate in regular revenue reviews with the team to maintain alignment with financial goals and strategic priorities.
- Lead in-person and virtual meetings with brand partners for business reviews, upsell presentations, and relationship building.
Professional Qualifications/Specific Knowledge:
- Bachelor’s degree in Business, Marketing, or a related field.
- 5+ years of experience in Customer Success, Account Management, or a related role, ideally within a BPO environment.
- Proven success in driving customer satisfaction, growing account revenue, and reducing churn.
- Strong communication, interpersonal, and consultative skills, with a data-driven approach to relationship management.
- Experience in e-commerce or startups, with an understanding of the unique dynamics in these sectors.
- Demonstrated experience developing and implementing customer success strategies, processes, and best practices.
- Proficient in CRM tools and customer health score analytics.
Languages:
- English: C1 – Effective Operational Proficiency or Advanced.
Location Requirements
Must live and work in the United States.
What Life at Transcom is like!
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.
Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #8 on their list of the Top 100 companies to watch for remote work in 2025.
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
We are the voice of our clients. We are Transcom.
We are passionate about people and look forward to meeting you!
Our people
Sonya
Rachael
