Vice President, Customer Service

Company Name:
Constant Contact
The volume is high, the pace is fast, the work is truly rewarding.
At Constant Contact we are committed to the success of our customers, and our customers have taken notice. Amongst our recent Company awards, we are honored to have received the 2014 People's Choice Stevie Awards for Favorite Customer Service Team. As the Vice President of Customer Service, we're looking for you to continue to push the envelope as a visionary leader for a multi-site, best-in-class customer care operation.
Our team operates in a multi-channel (telephone, email, chat) environment, handling tens of thousands of customer contacts per week in support of small businesses and non-profits with a wide variety of marketing needs. Your role is to ensure consistent, repeatable, Wow customer experiences through customer satisfaction, quality and service level performance management, staff development, effective communication and through business process and operational metrics establishment and execution.
Constant Contact recognizes that our continuous level of customer service success is only as good as our high performing teams and leaders. To help scale and support our expected company growth, you will be developing emerging leaders, providing ongoing coaching and mentoring, and modeling consistent communication and management best practices. All while continuously improving our practices and processes.
What You'll Do:
Through continuous analysis and innovation deliver best in class, high performing, consumer facing, customer service in support of Constant Contact's corporate strategy
Inspire and motivate teams and individuals to deliver breakthrough performance while orchestrating and accomplishing larger overall objectives for our Waltham, MA & Loveland, CO locations
Ensure timely and effective resolution of customer issues, collaborating with other functional groups as needed, and consistent with customer support metrics
Understand/define/refine (when applicable) the customer segments and develop an action plan based on insight into customer behaviors and propensities; translate action plans into business objectives that define how each type of interaction should be handled for each customer
Create and socialize key performance metrics surrounding the customer experience and measure, analyze, and develop organizational recommendations
Prioritize key customer requirements and develop key metrics that will adequately quantify performance on each key dimension
Responsible for overall planning, strategic direction, staffing and managing of our customer support teams
Continuously measure and refine the customer support strategy - including dimensions related to service levels, customer satisfaction, customer retention and cost as a percent of revenue
Proactively advise leadership on key issues, trends and customer service needs; take the lead in working cross functionally to resolve key customer challenges
What You Already Know:
Bachelor's Degree and 15+ years' experience with progressively increasing responsibilities supporting top consumer and/or technology companies; strong understanding of Software as a Service business model and/or small business market ideal
Demonstrated track record of balancing the development and execution of business strategies based on business objectives and executing programs that deliver measurable business results
Demonstrated success working in a highly collaborative culture, with a track record of accomplishment with measurable business impact
Proven ability to manage large, multi-site teams and to scale organizations in-line with business needs
Passionate belief that delivering a great customer experience is smart business
Excellent leadership skills including; superb communication, delivery of results, consultative skills, partnership skills and team building
Must be results-oriented and demonstrate strategic thinking, prioritization, innovation, and flexibility in dealing with changing and ambiguous situations
Ability to serve as an evangelist and influencer to lead change and communicate and cascade key messages from executive leadership
Strong leadership skills that attract and retain top talent and the ability to motivate teams to exceed expectations
Experience in the development and implementation leading edge technologies and methodologies used in call center environment

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