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Director of Customer Success

Director of Customer Success

Job Locations 
US-IL-Chicago
Category 
Business/Delivery

More information about this job

Company Overview

Who Mattersight is:

 

The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.

 

Enter Mattersight – the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.

 

Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.

Responsibilities & Qualifications

Who you are:

 

Mattersight is seeking a Director of Customer Success who is excited about working with customers and mentoring team members in a data-driven environment.

 

We’re looking for individuals with 7-10 years’ experience partnering with customers to align business objectives to solutions and drive value.   Successful candidates are comfortable with both data and consultative interaction, and have a passion for finding and realizing value from technology solutions.  The role will be challenging, but will reward those who thrive in a fast-paced, customer-focused, and growth-oriented environment.

 

What you’ll do:

 

The Customer Success Team is responsible for ensuring that our customers derive maximum value from our solutions. Individuals in the Director of Customer Success role are responsible for, but not limited to, the following tasks:

  • Serving as the primary face to one or more of Mattersight’s customers, getting to know their business, working closely with them on a regular basis in phone or in person as their thought partner and lead influencer
  • Ensuring overall customer value and satisfaction
  • Identifying new opportunities to drive value and leading the effort to do so
  • Tracking improvements against customer-specific business cases
  • Working closely with Customer Success resources to ensure that regular customer deliverables are high quality and delivered on-time
  • Managing ad-hoc analyses
  • Collaborating with cross-functional teams across disciplines such as Sales, Product Delivery, Business Intelligence and Training and Adoption 

The Director of Customer Success will receive initial training followed by department on-boarding, as well as ongoing coaching and on-the-job training.

 

What you definitely have:

 

Applicants must meet ALL of the following criteria: 

  • 7-10 years of work experience in Consulting, Service Operations, Business Process Improvement, Data-Driven Customer Experience or a related area
  • Excellent verbal and written communication skills with the ability to convey complex ideas to non-technical parties
  • Ability to build relationships and influence others
  • Strong analytical and problem solving skills
  • High knowledge bandwidth and intellectual curiosity
  • Ability to operate with minimal guidance and structure in a fast-paced, customer-focused environment
  • Willingness to acquire skills and knowledge on one’s own to meet the changing demands of the role
  • Bachelor’s degree from an accredited university

In addition to the above, ideal candidates will possess one or more of the following:

  • Experience working with customer contact centers or other customer service functions
  • Experience in a role with direct senior customer interaction
  • MBA
  • Leadership and management experience

Other Facts

Company Culture & Facts

 

Corporate Culture

 

Mattersight values diversity amongst its employees.  Employees from all levels of experience and backgrounds are mingled together and are encouraged to learn about projects others are working on.  Mattersight’s Chicago office fosters teamwork as well as self motivation. 

 

Eligibility & Location

 

Mattersight seeks candidates authorized to work without sponsorship in the United States. The Director of Customer Success will be based out of Mattersight’s Chicago, IL location; candidates should anticipate roughly 30-40% travel.

 

Compensation

 

Mattersight is prepared to offer a highly competitive benefits and compensation package for the ideal candidate.

 

Questions

 

Any questions regarding the position should be communicated to Patrick Stearns, Director of Talent Acquisition, patrick.stearns@mattersight.com

 

For more information about Mattersight, visit http://www.mattersight.com/. Mattersight is committed to equal opportunity and affirmative action in all employment matters: Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, ancestry, marital or domestic partner status, national origin, disability or medical condition, pregnancy, veteran or military status, sexual orientation, gender identity, or on account of membership or affiliation with anyone in any of the foregoing categories, or any other protected category under federal, state or local law. Although particular legal provisions may differ in various locations in which we do business, our principles are the same worldwide.