Director of Client Success (Remote) Job151404

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Why You'll Love This Job

At Talentcare, we pride ourselves on being at the forefront of recruiting innovation, offering unique solutions that distinguish us from our competitors. We are searching for a dynamic individual to lead our Client Success team. In this Director of Client Success role, you will report directly to our CTO and work closely with your peers to ensure our clients are supported and delighted.

Talentcare Full-Time Employee Benefits Include: 
  • Unlimited PTO 
  • Day off during the week of your birthday! 
  • Medical, Dental, & Vision - eligibility begins 30 days after your first day of employment 
  • 17 Paid Holidays 
  • 401K 
  • 100% Company-Paid Short-Term & Long-Term Disability 
We invite you to apply to our Director of Client Success role if you excel in high-performance settings, relish the opportunity to work closely with top executives, and are eager to make a significant impact! 

Responsibilities

  • Team Leadership: Oversee the client success team, including task management, training and performance, hiring, career planning, and other relevant leadership activities. 
  • Client Onboarding: Oversee system configuration and training for all new clients using the Talentcare applicant tracking system. 
  • Support Management: Oversee tier 1 support and handle escalations for SMB SaaS customers from different channels via phone, email, and support inboxes. 
  • Client Assistance: Help customers with support needs, guidance on functionality, configuration, and candidate marketing recommendations to support their recruiting needs. 
  • Problem Solving: Identify problems and suggest viable solutions with clients. 
  • Communication: Follow up on actions from other team members as needed to communicate the resolution to the client. 
  • Performance Monitoring: Monitor all team metrics, including retention & churn trends, response times, time to resolution, and other relevant SLAs, providing coaching to improve performance when necessary. 
  • Feedback Loop: Notify leadership of patterns in client inquiries so training can be improved, or technology development can be planned. 
  • Process Improvement: Proactively iterate on customer success processes, documentation, and training to create efficiency and scalability in a team of subject matter experts. 
  • Client Satisfaction: Strive for 100% client satisfaction and 100% client retention. 

Skills & Qualifications

Required Qualifications: 
  • Demonstrated experience supporting a SaaS application across a broad set of clients. 
  • 1+ years in a talent acquisition environment, with an in-depth understanding of applicant tracking systems, recruiting processes, and candidate sourcing. 
  • Experience in leading, managing, and holding team members accountable. 
  • Customer-first, adaptable, and positive demeanor. 
  • Metric-driven with a focus on client-specific KPIs and OKRs. 
  • Cross-functional collaborative leadership skills. 
  • Self-motivated and driven to be productive in a remote work environment. 
Preferred Qualifications: 
  • Experience with Agile Development processes and methodology. 
  • Familiarity with Hubspot & Atlassian. 
  • Strong stakeholder management and ability to influence executive leadership. 
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