Director of Operations

The individual will be part of a dynamic team and will contribute significantly to the company's growth and customer satisfaction.

Responsibilities:

• Manage and lead the process of deploying software and hardware to new clients to ensure efficient onboarding.
• Collaborate with technical teams to ensure smooth setup, integration, and training of new clients on the platform.
• Establish clear communication with clients throughout the onboarding process to ensure high levels of client satisfaction.
• Oversee the Customer Service team and manage the resolution of various support tickets to ensure timely and accurate handling.
• Develop and implement strategies to improve customer service processes and tools, resulting in enhanced client satisfaction.
• Work closely with the product and engineering teams to resolve client issues and provide feedback for product improvements.
• Proactively drive customer engagement by identifying upsell opportunities and expanding existing accounts.
• Partner with Sales and Account Management teams to implement growth strategies for current clients.
• Monitor client usage and develop action plans to increase client retention, engagement, and loyalty.
• Analyze customer feedback and usage data to inform product development and customer engagement strategies. • Must possess proficiency in 3M
• Familiarity with ADP - Financial Services is required
• Experience with Chef is essential
• Knowledge of CRM is a must
• Proficiency in ERP - Enterprise Resource Planning is required
• Familiarity with About Time is essential
• Understanding of Accounting Functions is a must
• Experience in Budget Processes is essential
• Demonstrable skills in Communication is necessary
• Knowledge in Compliance is required
• Experience with Customer experience is a must
• Customer Support skills are essential
• Must have a background in Customer growth
• Client engagement experience is required
• Knowledge in Client implementations is necessary
• Client management experience is a must
• Proficiency in Client Relations is essential.