About this role
OVERALL MISSION
The Customer Success Director is responsible for client satisfaction, development, and retention. He/she leads the Customer Success team and guides it to make the client experience a competitive advantage. He/she anticipates contract renewals in order to anticipate client needs and maximize retention opportunities.
KEY RESPONSIBILITIES
· You lead and develop a performance- and service-quality-oriented organization.
· You ensure a smooth, consistent, and distinctive client experience across all touchpoints.
· You manage operational performance through key indicators: client satisfaction, service quality, utilization rate of contracted servicing, productivity, and process automation.
· You oversee the governance of contract renewals and competitive tenders by ensuring that the service offering matches client needs, addressing pain points, and maximizing client intimacy.
· In partnership with the Sales and Delivery teams, you enable a seamless client experience across all interactions with Worldpanel.
· You embody the voice of Worldpanel with clients and contribute directly to the company’s business performance by sustainably improving client satisfaction and operational efficiency.
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