Director, Customer Success Operations

Job Summary

The Director, Customer Success Operations will play a critical role in owning and optimizing the SmartCRM and Service Hub functionality of Quility’s HubSpot application to consistently surface actionable insights that account managers will utilize to expand customer engagement with company-owned platforms, products, solutions, and initiatives, resulting in growing company revenue and customer retention through data-driven and proactive customer service.

This is a highly cross-functional role that will partner closely with customer/agent success, sales, marketing, data, product, leadership & development, customer support, distribution teams, etc.

Key Responsibilities

• Monitoring customer health: They are responsible for creating HubSpot dashboards and reports to track customer health metrics, such as product usage, engagement levels, and feedback. By analyzing these metrics, they can identify at-risk customers and provide those insights to account managers to implement strategies to improve their experience and drive company growth.
• Proactive customer engagement: The Director, Customer Success Operations role anticipates potential problems and collaborates with internal stakeholders to limit negative outcomes by ensuring “proactive” guidance, resources, and support is provided/available to customers. This helps to prevent churn and increase long-term satisfaction.
• Issue resolution: The Customer Success Operations role ensures that top customer issues (escalated critical issues) are resolved swiftly and effectively. They act as a liaison between the customer and support teams or other department leaders to facilitate problem-solving.
• Identifying up-sell opportunities: By understanding the customer's needs and usage patterns, the role identifies opportunities for upselling additional platforms, products or corporate-led initiatives that can enhance the customer's experience and contribute to their success.
• Gathering customer feedback: Collecting and analyzing customer feedback is essential to understand their needs and improving the product or service accordingly. The CS Ops Director leverages this feedback to advocate for customers within the company.
• Collaborating with internal teams: Working closely with customer/agent success, sales, marketing, data, product, leadership & development, customer support, distribution teams, etc. Collaboration ensures consistent messaging and seamless customer experience across all touchpoints.

Qualifications:

• High School Diploma Required, bachelor’s degree preferred
• 3+ years’ experience in customer service
• 2+ years’ experience in HubSpot administration
• Advanced or Expertise in HubSpot Service Hub
• Technically proficient
• Proficiency in data analysis
• Proficiency in Microsoft Office
• Strong customer-first mentality including empathy
• Excellent communication skills, both written and verbal
• Intermediate analytical skills
• Organizational skills
• Problem-solving skills
• Able to work cooperatively as part of a team
• Reliable and punctual; Proficient with time management
• Self-motivated, flexible, and adaptable

Company Summary

Quility is a leading technology-enabled, independent provider of insurance protection and financial wellness solutions. With thousands of agents operating in all 50 states, and a corporate staff of over 150 strong, we forge long-lasting relationships with America’s families and curate life insurance solutions to meet their evolving needs. Our advisors, partners and team members come from a variety of backgrounds, but we all have one thing in common: We are dedicated to helping our clients protect what matters most.

Supervisory Responsibility?

This role may include supervisory responsibilities as the team grows.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. The employee is frequently required to sit for long periods of time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Additional Eligibility Qualifications

None required for this position

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.