Director, Customer Solutions Center

HYBRID ROLE BASED OUT OF OUR CARROLLTON OFFICE

Job Purpose:

Our Customer Solutions Center Director will be responsible for overseeing the operations of a single CS center, where the business and the customer come together, ensuring the strategic execution of superior customer solutions that set the industry standard and align to the company's long-term goals. This role will efficiently allocate the CS center resources to drive mutually profitable relationships with customers and ensure seamless, proactive communication both within the company and externally. The CS Center Director position demands strategic vision, high operational standards, a focus on accelerated revenue growth, and the ability to make critical decisions.

Job Responsibilities:

• Maximize the CS Center's productivity to meet established goals and key metrics. Utilize CS Team Manager direct report(s) to oversee the successful execution of daily activities within the center.
• Lead and manage a Customer Services team comprised of Team Managers, Team Supervisors, Customer Success Managers and Customer Solutions Professionals. Responsibilities include hiring, training, and performance management.
• Oversee service, support and account management for all customer requirements with ownership from RFI to award/implementation through customer life cycle. Portfolio of services include contract management, program implementation, reporting, billing, cost savings, supplier cost deviations/rebates and pricing.
• Build and sustain long-term relationships with customers by understanding their business needs, providing tailored solutions, and fostering a customer-centric culture.
• Lead Customer Success Management (CSM) functions to ensure all aspects of the customer experience are proactively supported and the voice of the customer is effectively communicated with internal partners to increase overall customer satisfaction.
• Manage the CSM engagement and communication strategy to promote long-term account retention, growth, and diversification.
• Leverage customer feedback, market research, and data analytics to understand customer needs, preferences, and challenges. Transform insights into actionable strategies to elevate the customer experience.
• Interface effectively within all levels of the company and work with other functional leaders to resolve service issues cross functionally and improve the customer experience. Ensure team follows established Service Optimization standards working cooperatively with other functional areas.
• Monitor and steer performance against defined key performance indicators (KPIs) pertinent to customer experiences, such as customer satisfaction scores, Net Promoter Score (NPS), customer retention, order accuracy, and perfect order.

Additional Responsibilities & Qualifications:

• Strong system skills including, but not limited to: ERP, telephony solutions, Salesforce, Microsoft Word, PowerPoint and Excel, Power BI, and Deal Manager.
• Proven ability to maintain high-value and outcome-based relationships with a diverse customer account base.
• Experience working with senior and executive level customer accounts.
• Ability to plan, align, and adapt internal resources to meet customer needs.
• Experience in national business models and complexity across segments and customers.
• Experience with project management and/or account management.

Work Experience:

• 10-15 years of related experience of successful management or supervisory experience within a large or national organization strongly preferred.

• 5-10 years of related job experience.

• Experienced in providing leadership to others regarding work related systems, processes, and challenges.

• Experienced in strategic management and leadership across company functions directing substantial resources over long time frames.

• Experience with Salesforce.com or other CRM is preferred.

• Experience working with ERP systems, contract management, CRM systems and project management tools preferred.

• Proficient with Microsoft Office Suite.

Education:

• Bachelor's Degree Preferred

What We Offer

• Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
• Healthcare benefits (including medical, dental, vision, and health savings account), life, AD&D, and disability insurance, 401k, paid time off, tuition reimbursement, employee assistance program, and other fringe benefits.

About Veritiv

Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides JanSan, hygiene, print and publishing products and services. Veritiv serves customers in a wide range of industries, through team members around the world helping shape the success of its customers. For more information, visit and connect with the Company on LinkedIn.