The Client Success function is accountable for triaging, identifying remediation pathways, driving user-identified issues to resolution in a timely manner, and ultimately ensuring the highest levels of customer satisfaction.  The Associate Director of Client Success is a client-facing role with primary responsibilities for leading the regional team of customer support representatives.  As a player/coach, the Associate Director will utilize product and market knowledge, colleague relationships, and defined escalation paths to remediate user-identified queries, as well as serving as an escalation point for senior external stakeholders.  The Associate Director will build, evolve and administer support processes and governance frameworks, and will optimize processes with tools and technology.  Finally, the Associate Director will report against specified performance metrics.

Responsibilities 
  • Ensure clients are delighted with day-to-day support experience
  • Hire, develop and manage a team of Client Service Representatives based in the US, UK and India
  • Mentor the team and new hires to develop their full potential, to ensure adoption of methodology and delivery of quality work, and to ensure that company objectives are met
  • Participate in planning and management meetings, projects or events as requested
  • Develop strategies that can further the corporate goal of offering quality services
  • Actively manage client accounts in partnership with the relationship management team
  • Set deadlines and manage workload of team
  • Serve as escalation point for all matters related to client services
  • Operate as a player/coach, and remediate client inquiries first-hand
  • Analyse and report on team and individual performance against service level objectives and team/individual goals
  • Prepare resource forecasts as part of annual budgeting process
  • Consistently strive to improve service quality levels and identify opportunities to create value added services, products, and procedures
  • Document best practices, as foundation for establishing global standards
  • Collaborate with Director of Client Success on resourcing, governance and process
Mandatory Skills, Knowledge or Experience
  • Strong verbal and written communication skills, ability to build lasting relationships at all organizational levels
  • Strong interpersonal skills working with clients and internal technical staff
  • Strong analytical and problem-solving skills
  • Excellent attention to detail and process-driven methodologies
  • Proactive approach to leading a team and problem resolution
  • College degree
  • 1-2 years in a customer service manager role
  • 3-5 years in a customer facing role, preferably with a software or financial services
  • Experience working with colleagues in a different time zone preferred
  • Knowledge of code of ethics regulations and compliance risks ideal but not required
Integrity and Ethics 
  • All StarCompliance employees are expected to commit to a high standard of personal integrity and carry out their responsibilities in an ethical manner