Director of Client Success

Why Meyers?

• Be part of a company leading the way in sustainable packaging solutions.
• Work in a collaborative and mission-driven environment.
• Opportunities for professional growth and development.
• Competitive compensation and benefits package.
  
  
  

The Director of Client Success will develop and lead an account management team to support the company's revenue growth and client retention goals. This role involves implementing strategies to enhance client satisfaction, boost client retention, streamline workflows, and manage special projects that align with the company's objectives.

Implementation

Primary Duties and Responsibilities

• Execute tactical plans related to client retention, satisfaction, and support.
• Identify and implement process improvements to enhance efficiency.
• Develop solutions for special projects to achieve strategic goals.
  
  
  

Supervision

• Lead and supervise the account management staff to ensure exceptional client service.
• Utilize motivational techniques to enhance employee engagement.
• Manage performance targets and provide feedback.
• Serve as an escalation point for account-related issues.
  
  
  

Client Success

• Measure and qualify client satisfaction, providing insights to managers and executives.
• Identify and present strategies to improve client success and satisfaction.
  
  
  

Training

• Design and implement scalable training programs.
• Document workflows and standard operating procedures.
• Focus training on customer success, Meyers' processes, product knowledge, and sustainability.
• Coach the team to advocate for customers and collaborate with internal teams.
• Develop leaders within the team to mentor and train new account managers.
  
  
  

Onboarding

• Lead and manage the onboarding team to ensure a smooth and successful client transition to Meyers.
• Provide detailed orientation sessions about Meyers' products, services, and support.
• Collect and act on client feedback to improve the onboarding process continuously.
• Collaborate with sales, production, and other teams for a seamless client transition.
• Maintain and update onboarding documentation and resources for client accessibility.
  
  
  

Additional Responsibilities

• Participate in hiring account management staff.
• Assist in selecting and implementing CRM, ERP, and software.
• Foster strong cross-functional relationships and teamwork.
• Collaborate with other managers to identify and execute process improvements.
• Lead and participate in continuous improvement initiatives.
  
  
  

Minimum Requirements

• Five years of customer service or sales experience, preferably in a print environment.
• Two years of customer service management experience with direct reports.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Word, and Excel.
• Experience operating as the administrator of CRM and customer support ticketing software.
• Flexibility to be utilized in various positions as needed
• Associate or bachelor's degree strongly desired.
  
  
  

Meyers offers competitive compensation, including salary and commissions, a rich benefits package for our full-time employees (30+ hours a week) including health, dental, and vision insurance, 401(k) retirement plan and match, generous paid time off, 10 holidays, profit sharing, exercise room and much more!

Meyers is an Equal Opportunity Employer and participates in E-Verify. We celebrate diversity and are committed to creating an inclusive environment for all employees.