Director, Client Service – Technical Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the complete process of content delivery.

• Integrate content both in writing and verbally.

• Manage communication and set expectations with team members, clients, and cross-functional teams.

• Offer continuous support and expertise regarding Circana solutions, addressing data inquiries, story development, and troubleshooting issues.

• Mentor and provide constructive feedback to team members.

• Work collaboratively with Product Management, Technical Support, Sales, and other functional groups.

• Partner with virtual, offshore, onshore, and diverse teams.

• Provide escalation support for internal client teams.

• Prepare and deliver executive communications.

• Facilitate client transformation and change management to ensure seamless transitions.

• Guarantee that change events and client deliverables are timely and accurate.

• Develop and maintain scorecard metrics to measure progress against quality initiatives.

• Eliminate internal obstacles to enhance performance and efficiency.

• Promote service excellence and achieve positive outcomes for Amazon.

⛳️ Requirements

• Bachelor’s degree (BA/BS).

• At least 5 years of relevant experience.

• Strong leadership capabilities with the ability to guide local and remote internal teams.

• Exceptional verbal and written communication skills, along with professional etiquette.

• Capacity to thrive in a fast-paced environment and adapt to changing circumstances.

• Quick decision-making abilities and innovative problem-solving skills.

• A strong work ethic, maintaining calm and composure in uncertain situations.

• Excellent operational skills with the ability to recognize opportunities for process improvement and standardization.

• Proficient in managing and enforcing processes, improvement initiatives, and compliance.

• Technical proficiency, including experience with Excel and data management tools.

• Skill in translating data and analysis into meaningful implications.

• Experience working consultatively with clients.

• Ability to cultivate trusted relationships with clients and cross-functional teams.

• Experience in delivering data and technical training for client empowerment.

• Ability to collaborate effectively with virtual, offshore, onshore, and diverse teams.

🏝️ Benefits

• A flexible and accommodating work environment that respects personal lives.

• Paid time off.

• Medical, dental, and vision insurance.

• 401(k) plan.

• Eligibility for bonus and incentive pay.

• Reasonable accommodations for applicants with disabilities.

• Background checks and protections for candidate privacy.