Director I, IT Customer Success - Utah
2 days ago
Job description
Overview
When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.
InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world's leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.
You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram.
About This Opportunity
The Director, Customer Success Management is responsible for developing and leading strategies that amplify the voice of the customer / partner across the organization. This role will oversee a team of customer success and advocate professionals, ensuring exceptional customer experiences / service, driving partner-centric initiatives, and fostering long-term partner loyalty. The ideal candidate will have hands-on experience in customer success, customer advocacy, or related fields, and a strong background in building cross-functional relationships to champion customer needs while balancing realistic delivery capabilities.
Responsibilities
- Lead and mentor a team of customer success managers, fostering a culture of empathy, accountability, attention to detail and continuous improvement
- Develop and execute customer success / advocacy programs, including voice of the customer initiatives, customer advisory boards, and Holiday Readiness
- Partner with both the business and IT to ensure compliance reporting, key initiatives, maintenance notifications, and RCA documents are detailed, concise, professional, and communicated effectively
- Analyze customer feedback, identify trends, and drive actionable insights to improve products, services, and customer satisfaction
- Serve as the primary escalation point for Premier Partners for critical customer issues, ensuring timely resolution and communication
- Develop and enforce policies, procedures, and best practices to enhance the customer experience and advocacy efforts
- Represent the customer in executive meetings, strategy sessions, and product planning discussions as needed
- Avoid inside-out thinking and instead constantly put on the customer lens to ensure actions taken benefit the customer
IT Business Relations:
Serves as liaison between IT and strategic business partners, acting as the communications focal point that include:
Forging personal relationships with stakeholders - internal and external
- Apprising C-level executives on the state of the relationship
- Acquiring the necessary IT resources to support a project or incident
- Coordinating customer calls to keep key items and tasks on track
- Represent IT in business reviews, where appropriate
Qualifications
- 7+ years of experience in customer success, customer advocacy, or related roles, with at least 3 years in a leadership or supervisory capacity
- Strong leadership, interpersonal, and communication skills
- Deep customer-centric mindset and passion for delivering outstanding experiences
- Self-motivated and able to drive initiatives with minimal supervision
- Team player with proven experience leading cross-functional projects
- Ability to synthesize complex customer feedback into clear, actionable recommendations
- Experience managing customer escalations and driving resolution
- Ability to build and maintain strong relationships with customers, partners, and internal stakeholders
Preferred:
- Proven experience designing and scaling customer success / advocacy programs
- Experience with customer feedback platforms, CRM systems, and analytics tools
- Background in technology, SaaS, or enterprise solutions is a plus
InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran's status, age, disability status, genetics or any other category protected by federal, state, or local law.
- This position is eligible for the Employee Referral Bonus Program - Tier III
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