Job description

We are looking for an energetic, unstoppable Customer Experience Director to lead and design the Customer Success organization! Reporting into the Chief Strategy Officer, and working closely with cross-functional teams, the Customer Experience Manager will bring passion for customers and be responsible for building and growing our brand and reputation. We are looking for an individual that will create an entire customer success division focused on “Wowing” our customers to help their businesses grow. The Customer Experience Director will be designing the “Simplex Customer Experience” and build the team that offers exceptional service. The ideal candidate will be fueled by the building of a new organization from the ground up that is dedicated to watching our customers succeed.

Customer Experience Director Responsibilities:

· Build a streamlined customer experience across all departments that will wow our customers

· Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey

· Encourage problem-solving, strategic thinking and customer-orientation amongst the team

· Manage the retention of our customers and work on resolutions for customer issues

· Create company-wide goals to improve customer experience

· Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy

· Conduct research to find out more about customer behavior and preferences

· Figure out ways to increase customer satisfaction and build brand loyalty

· Gather feedback, such as surveys and Customer Focus Groups, from customers to learn more about their experience with the company, analyze the feedback and effect change

· Motivate team members to meet company goals and push for success

· Ensure the quality of service to customers is not being compromised

· Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience

· Build a loyalty program to give back to devoted customers

· Coordination of seminars and webinars to enhance the customer experience at Simplex

Customer Experience Director Requirements:

· Eager to Learn, Adaptable, Team-Player, Passionate, Optimistic Attitude, Problem-Solver

· Experience leading a team

· Customer obsession

· Bachelor’s or Master’s degree

· 7+ years of customer success experience, preferably in a related industry

· Experience building customer journeys and effective client communication

· Strong communication skills

· Excellent grammar, punctuation and spelling skills

· Excellent written and verbal communication skills and ability to sell ideas well through creative & innovative presentations

· Exceptional project management skills

· Prefer working in a collaborative, cross-team capacity

· Ability to effectively prioritize and manage your time in a fast-paced, professional environment

· Metrics-driven and analytical; proven ability to drive and achieve results through self and others under time pressure

· Spanish speaking a plus

The Simplex Group is an organization dedicated to providing quality commercial transportation services to trucking companies and owner operators alike. We are experts in administering comprehensive services including DOT/FMCSA Safety Compliance Management, truck permits and taxes, offering the best trucking insurance packages in the market, and securing top paying loads while servicing your freight factoring services. Simplex is experiencing high growth, love working within a Family Culture, and we are looking for people searching for a career not just a job. We have a fast paced, start-up feel with endless growth opportunities. At Simplex Group our vision is: “Empowering the Dreams of Those Delivering to America”.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Miami, FL 33166: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of experience as a Customer Success Director do you have?
• How many years of project management do you have?

Education:

• Bachelor's (Preferred)

Language:

• English and Spanish (Preferred)

Work Location: One location

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