Director of Customer Success - SureCam

Day in the Life as a Director of Customer Success:

As the Director of Customer Success at SureCam, your day is a blend of strategic leadership, team mentorship, and hands-on engagement. You begin by aligning Customer Service and Account Management teams with SureCam’s retention and expansion targets, setting clear, achievable goals, and instilling high standards in customer interactions. With an eye on continual improvement, you review processes and update Standard Operating Procedures, ensuring that every team member has the tools to deliver industry-leading customer experiences. As a champion of SureCam’s brand, you guide your teams in resolving any customer concerns with the utmost care, maintain in-depth product knowledge, and identify revenue expansion opportunities. Balancing C-level engagements and nurturing early-career team members, you create a collaborative environment that values the collective skills of the team while building lasting customer service. 

Who We Are! 

SureCam is a fast-growing technology company in the telematics industry.  We provide hardware and software to help small and mid-size companies manage their fleets.  We believe that small and mid-size businesses keep our world running, and we’re proud to help them stay focused on what matters by making their fleet easy.  We help these companies run their fleets safer, and more profitably, through our connected dash cameras and software platform. 

Are you ready to make an impact? We are a team united by a vision to protect the lives and livelihoods of vehicle drivers, owners, and the communities they serve. We are committed to offering a simple and affordable solution for our target market.  We’re here to help safety managers and fleet owners find the technology they need to get the job done. We believe every fleet, from 5 vehicles to 5,000 should have access to the same best-in-class technology that provides real-time visibility into what’s happening on the road. 

Global footprint SureCam serves thousands of fleets around the globe, including North America, UK / Europe and Australia / New Zealand.  Our HQ offices are in St. Louis, Missouri, and Reading, UK (outside London).  While we primarily sell direct, we have an international network of resellers across four continents.

Responsibilities We Will Trust You With:

• Customer Service and Account Management teams
• Communicating budgeted retention and expansion targets to your teams and designing systems and processes to meet and exceed those targets
• Ensuring the Surecam brand remains associated with an industry leading customer experience that creates value
• Maintaining up to date documented Standard Operating Procedures
• Assist in creating training courses and educational materials for members of your department and our customers
• Review and oversee the resolution to any customer complaints in a manner that reflects the importance Surecam puts on a positive customer experience
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefits and value to new prospects
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs with a laser focus on upsell and revenue expansion opportunities within our customer base
• Optimize existing processes within the company and actively enhance all Customer Success initiatives, including engaging with cross-functional colleagues to design an AI driven option for those customers who prefer to self-serve or that need assistance out of hours
• Other responsibilities as required.

Qualifications:  

• Bachelor degree or higher level professional qualification; and,
• Minimum 3-5 years of experience in customer service and account management leadership; and,
• Team management experience, leadership skills but still be willing to get involved in the job at hand and work alongside the teams; and,
• Ability to establish milestones and keep all team members on task; and,
• Excellent written and verbal communication skills; and,
• Outstanding Excel skills; and,
• Experience working with brand image and promoting value through customer experience; and,
• Exceptional ability to communicate and foster positive business relationships; and,
• An understanding of data privacy legislation; and,
• Critical thinking and problem-solving abilities; and,
• Very high and consistent attention to detail; and,
• Integrity, honesty, reliability, ambition, drive, focus, determination; and,
• Experience analyzing and optimizing the existing processes in the Customer Success department; and,
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Perks:

• Local candidates will enjoy a hybrid work schedule, but we will consider remote candidates with strongly matching skillsets
• Office provided snacks
• Comprehensive - medical, dental, vision, & 401k
• Paid holidays and unlimited PTO

Belonging & Accommodations:

SureCam provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Disclaimer: The intent of this job description is to provide a representation of the types of duties and levels of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.