Job description
The Director of Client Services leads the 95 Percent Group Customer Service, Technical Support, and Implementation Services teams. This role is responsible for ensuring that our clients receive the highest level of support and service, and that our team members are well-trained and equipped to meet our clients' needs. This role is responsible for leading a diverse remote team to support customers using our extensive print portfolio and our new One95 Digital Platform. The ideal candidate will have a strong background in customer service and technical support, as well as excellent leadership and communication skills.
Essential Responsibilities
Oversee the Customer Service, Technical Support, and Implementation Services teams to ensure that all client needs are met and issues are resolved promptly- Develop and implement processes to improve efficiency and quality of support services
- Manage the team's performance, including training, coaching, and mentoring to ensure continuous improvement
- Monitor team metrics and KPIs to identify areas for improvement and develop action plans
- Collaborate with other departments to ensure a seamless customer experience
- Ensure that the team stays up-to-date on the latest products, features, and technologies to provide effective support
- Act as a point of escalation for complex technical issues
- Develop and manage departmental budgets and forecasts
- Maintain positive relationships with key clients and stakeholders
- Take leadership of other projects and duties as assigned
Skills and Qualifications
- Bachelor's degree in a related field
- 7+ years of experience in customer service and/or technical support
- 5+ years of experience managing support teams
- Strong leadership and interpersonal skills
- Excellent communication skills, both written and verbal
- Ability to analyze data and identify trends
- Knowledge of CRM systems and support software
- Strong organizational and project management skills
- Experience in EdTech software or technology company is preferred
- A communication and management style that exhibits the mission and values of 95 Percent Group and fosters effective team relationships
- Interest in literacy and improving reading achievement for students
Physical Requirements/Work Environment:
- The use of standard office equipment/computers
- The work environment is an office setting with a low/average noise level
Company Description:
95 Percent Group LLC is a leader in literacy intervention instruction for pre-K through grade 8 across the U.S. The company offers professional development training for teachers and administrators as well as
print and online products to assist teachers with helping students who struggle with reading. 95 Percent Group’s comprehensive educational consulting, professional development, diagnostic assessments, and instructional materials help schools deliver intervention instruction that consistently and significantly increase reading achievement.
The company was founded in 2005 and is based in Lincolnshire, IL (northwest suburban Chicago). Its customers are primarily school districts across the U.S., and they are served by consultants who travel for on-site training as well as through online training. The company has over 30 employees, with about half based in Chicago and half located in other states.
95 Percent Group has a fully engaged and highly committed leadership team who cares deeply about our mission. We’ve hired the best from inside and outside the industry. This is a tremendous opportunity to join a company positioned for continued significant growth. An added plus is knowing that what you’re doing every day is making a significant difference in children’s lives. Come work with a group of smart, fun, passionate professionals who value creativity, innovation, and making an impact.
95 Percent Group LLC is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
seankuhnke.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, seankuhnke.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, seankuhnke.com is the ideal place to find your next job.