About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

The Customer Success Director is a transformation leader and is responsible for driving transformation programs which deliver agreed target outcomes, this is achieved through building and maintaining strong relationships with our clients and internal stakeholders. This individual works closely with our Foundever sales/solutions organization, operations leadership, account management, continuous improvement and product teams (COE) to enhance the customer experience, reduce erosion, and drive revenue growth. The successful candidate in this role will have excellent communication, problem-solving, and leadership capabilities with a focus on providing value and increasing lifetime value for our clients.

Key deliverables

Client transformation:  

• Lead Customer Success programs and transformations in line with agreed processes
• Develop and refine customer success strategies focused on CX technologies and core services
• Monitor performance metrics of transformations
• Liaise with other departments to improve CX and technology integration
• Act as the point of escalation for all CSM owned client activities
• Deliver meaningful client transformations which generate GM, revenue and retention
• Foster client specific strategic goals and visions with an emphasis on CX technologies and services which meet and drive toward Foundever strategic targets
• Contribute to the function and practice development
• Own self development in line with agreed developmental goals.
• Animate and motivate the program team, ensuring all parties have a clear vision of targets and are aligned to reach them and holding people to account for delivery of services and outcomes. 

Practice development:

• Develop and refine customer success strategies focused on CX technologies and core services
• Liaise with other departments to improve CX and technology integration
• Foster client specific strategic goals and visions with an emphasis on CX technologies and services which guide manage and drive toward Foundever strategic targets 

 
 
Management and reporting:

• Report to leadership on transformational programs performance, learnings, blockers and gaps - escalating appropriately
• Line management of CSM's, including their development and growth.
• Own self development in line with agreed developmental goals. 

Skills and Experience Required

Skills:
 

• Advanced leadership & management skills
• Proficient in data analytics
• Excellent interpersonal and cross-departmental communication skills
• Clear financial acumen and understanding of BPO & Technology commercial constructs
• Expertise in implementing and optimizing CX technology solutions
• Strong sales and contracting skills
• Strong commercial acumen (P&L modelling, ROI and impact assessment)
• Exceptional communication and negotiation skills
• Deep understanding of CX technology landscapes and innovations
• Exceptional interpersonal skills and consensus building skills
• Strong negotiation skillset (internal/ external)
• Strong prioritization and risk management skillsets
• C-Suite level communication skills, story telling capabilities  
• Articulate storytelling through presentations and use of data

Experience:
 

• Demonstrable experience in delivering CX change and transformation
• Demonstrable experience in client management and sales scenario’s
• Demonstrable experience in CX operations and CX technologies; and building integrated solutions.  
• Strategic thinking
• Executive stakeholder management
• Marketing and public speaking
• Corporate strategy and process  
• Strong personal resilience
• Proactive stakeholder management capabilities
• Exceptional outcome focus and drive
• Strong ability to simplify the complex, providing relevant visibility and enabling decision making
• Strong understanding of impact and change to operational/ technology related arenas 

Education and Qualifications

Required:
 

• Practical experience - minimum 5 years in CX Industry – client side, technology provider, BPO or consulting)
• English language fluency to high competency 

 
Desired:  

• BA/BS degree
• Project Management Certification
• Bi/multi-lingual skills
• Industry technology certifications (Salesforce, MS Dynamics, SAP, Sprinklr, etc) 
   

Our Offer

• Competitive compensation package
• Excellent learning and development opportunities (AI, technology, evolving BPO landscape)
• Growth opportunities within an expanding team  
• Onsite and remote work at home available  
• Working alongside a team of high-caliber and dynamic leaders
• Excellent work-life balance culture