Vice President, Customer Service at Labelmaster

Position PurposeTo lead mentor and direct customer success teams to ensure optimal customer experiences drive customer satisfaction and ensure timely and effective CS processes.Our VP Customer Success must manage all major order channels and processes such that they can effectively understand KPIs budget planning and management necessary resource allocations recommend process improvements identify plan and execute automation initiatives and effectively and directly perform triage for process failures and escalations.This technology-driven role must also balance deep departmental knowledge with a broader understanding of cross-departmental operations and business goals to effectively drive change across the organization. Being customer-centric technologically innovative and assertive with a strong interpersonal skillset is critical for success in this role.BenefitsHealth InsuranceDental & Vision InsuranceLife InsuranceMedical & Childcare Flexible Spending AccountsEducation Assistance401(k) with MatchingFitness BankPre-tax Transit ProgramPTO BankPaid HolidaysPaid Diversity DaysVolunteer Time OffReferral Bonus ProgramCompetitive wage ($135000- 150000 annually)Hybrid work scheduleCore Responsibilities & Principle AccountabilitiesPartner collaboratively & build health relationships with individuals across the organization.Keep up-to-date on the latest technology and CS trends.Responsible for CS service expansions including new CS support programs new business plans and/or domains.Responsible for sufficiently understanding and project managing technology and automation implementations. These must include system integrations through EDI CXML and APIs as well as automations through intention based chatbots ERP workflows AI/Agentic studios or other automation technologies for data processing customer experience & triage.Responsible for leading system upgrades and conversions where they impact CS processes or resources. This includes directing test plans reviewing new processes and providing effective direction for optimizationit is critical to understand and plan initial implementations that have clear end-states to avoid sub-optimization long-term.Ongoing data analysis statistical analysis & reporting of CS metrics.Effective budget management & managing reasonable operational costs.Define and implement team objectives. Develop specific short-term and long-term plans and programs together with supporting budget requests.Responsible for all resources and business performance of Customer Success including effective hiring training oversight and planning incident resolution attendance adherence and throughput of all virtual and human resources.Provide coaching to direct reports regarding management skills motivational and accountability techniques and effective process and automation development.Develop plans for new technology.Develop and implement corporate policy regarding customer initiatives.Consult with all segments of management responsible for policy or action. Ensure compliance within area of responsibility.Analyze data on a continual and ongoing basis for process improvement.Implement ISO & QA processes & improvement efforts.Responsible for all resources and business performance of Customer Success including effective hiring training oversight and planning incident resolution attendance adherence and throughput of all virtual and human resources.Provide coaching to direct reports with regard to management skills motivational and accountability techniques& effective process and automation development.Develop new short-term and long-term business initiatives for CS for continuous improvement (CI).Personal review of every escalation and determination of additional CI requirements.Regularly reviews team performance and reporting.Work Travel when required up to 10% of work availability.Knowledge/Skills/CompetenciesEffective budget management skills & budgets.Ability to draft proposals and statements of workAbility to understand plan and direct automations that depend on technologies commonly used in Customer Relationship ManagementAbility to work overtime when needed.Ability to work as an individual contributor as well as a strategic leaderAbility to support sales efforts that include CS support servicesAbility to manage multiple projects simultaneouslyAccount management skillsExcellent presentation skillsProven track record in Customer ServiceSuccess in developing motivating and leading a high-performance CS teamStrong customer focusStrong focus on automation and technologyAbility to manage changeTeam orientedExcellent verbal communication skillsProblem solving skillsAbility to see the big pictureAbility to set goals and meet themAbility to handle pressure and meet deadlinesAbility to analyze complex operational problems develop innovative solutions and align them with the organizations strategic objectives.Strong critical thinking skills.Ability to read & interpret documentsAbility to read & understand financial statements.Good organizational skills.Project management skillsEducation/Training/ExperienceCollege Degreeor equivalent experience.Masters Degree helpful10 years progressive CS or operations experience.5 years experience managing CS Teams.ISO experience.TechnologyMust have advanced computer use skillsHighly proficient key board killsHighly proficient with MS Office suiteGeneral familiarity with PC triage low-level troubleshooting research etcHighly proficient with CRM and ERP systemsSome exposure to automation technologiesEDI CXML APIs ScriptingCRM-based SLA notificationsAI/Agentic studios Workflows etcSome exposure to analyticsPower BIJet ReportsPlatform dashboardsOther Reporting toolsSupervisory ResponsibilitiesCS Team LeadsCS Representatives EEO Employer Veterans and IWD are strongly encouraged to apply Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity in all aspects of employment. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins by emailing Pay Transparency Policy Statement - The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. Acknowledgements & Consent American Labelmark Company (ALC) will not consider your application for employment unless you read and sign the following. I acknowledge that any employment offer is: Solely for at-will employment and I understand that this means that either ALC or I may terminate my employment at any time for any or for no reason. This understanding cannot be altered by anyone unless it is in writing and signed by the President of ALC; and Conditional on the satisfactory result of any drug and/or alcohol medical examinations other tests educational requirements educational verification satisfactory references and other obligations ALC may require. I agree to sign and execute the following form included with this application packet: Consent to Drug and Alcohol Testing. I affirm that the information I have provided in seeking employment with ALC (including this application form and any accompanying documents such as my resume) is correct and that any false or misleading information including omissions may result in my not being hired or if already hired in my dismissal. I have no obligation to any former employer or to any other person that would prevent me from fully performing my duties to American Labelmark Company(ALC). I am not subject to any outstanding agreement or restrictive covenant inconsistent with the terms of ALC employment. Should I fail to disclose the existence of a third party obligation whether enforceable or not for cause. I authorize investigation and verification of the information I provide in this and other documents relating to my application for employment. I authorize now and in the future all persons companies schools former employers credit bureaus and law enforcement agencies to provide ALC with information about me and I release each of the above from any liability for doing so now and in the future. I also authorize ALC now and in the future to provide information about me to conduct the investigation and verification process. I understand the public websites may be reviewed to gather information for this application and I release ALC from any liability for doing so. If I am hired I will completely read and remain familiar with ALCs Employee Handbook and other policies as issued or amended. Please direct any questions to Human Resources at x2300 Required Experience:Exec Key Skills Change Management,Financial Services,Growing Experience,Managed Care,Management Experience,Analysis Skills,Senior Leadership,Performance Management,Process Management,Leadership Experience,negotiation,Analytics Employment Type : Full-Time Experience: years Vacancy: 1 Yearly Salary Salary: 135000 - 150000