Global Customer Service Director

Job Title: Global Customer Service DirectorCompany: VytelleReporting to: Vice President Global SalesDirect Reports: VariedLocation: RemoteStatus: Full Time ExemptABOUT VYTELLEWe are a global precision livestock company reshaping how cattle producers worldwide unlock animal performance. Our portfolio includes world class Bovine phenotypic and genotypic data capture system via Vytelle SENSE and Vytelle INSIGHT which enables producers to accurately select desired traits to continually produce elite progeny, coupled with Vytelle ADVANCE In Vitro Fertilization Service, which enhances the speed at which genetic improvement can be made.ROLE OVERVIEWThe Global Director of Customer Service is a leadership position responsible for integrating, overseeing and optimizing Vytelle's customer service operations on a global scale. This role ensures that customers receive consistent, high-quality service, regardless of their location, while also working to enhance the company's customer experience (CX) across our Vytelle SENSE and Vytelle ADVANCE portfolios today and any future products or channels. The Director will play a pivotal role in designing and automating processes, integrating teams, and ensuring customer interactions are streamlined and consistent to drive customer retention and acquisition aligned with company goals. for The Director role will be tasked with creating a customer service department that is capable to develops and maintains Standard Operating Procedures (SOPs), lead customer acquisition, qualification, and handoff, deploy a ticketing system, manage and automate scheduling, issue resolution, administrative support for contracts, warranties and billing. The Director will ensure that all customer interactions are managed efficiently and effectively, driving satisfaction and loyalty through consistent, high-quality service This role demands strong cross-functional leadership, process creation and process improvement skills and a commitment to operational excellence.KEY RESPONSIBILITIESStrategic Leadership Define and implement a global customer service strategy that delivers a Develop clear goals, KPIs for teams to measure and enhance performance and customer satisfaction Lead and guide a global team, ensuring alignment in vision, communication and performance across regions and products including the integration of two separate, nascent service teams today Develop, manage, deploy customer standard training, onboarding and enterprise selling process including training materials and troubleshooting mechanismsProcess Design & Optimization Design, implement and maintain scalable global SOPs for customer service processes, ensuring consistency and quality across all customer interactions.Oversee the development and use of a customer service ticketing system to ensure timely, effective issue resolution and escalation processes are in place. Design and deploy an issue resolution and escalation process Manage scheduling for customer service teams to ensure optimal staffing levels for all shifts, geographies and service channels. Create, implement and maintain the ability to interpret data, identify trends and develop actionable insights.Automation and Technology Access current tools and workflows and process to identify improvements to drive more use and traction Identify opportunities to integrate automation tools, collaborate with IT and product teams to implement tools that enhances service delivery and reduce manual effort Deployment and transition of io user interface across all customersLead Qualification and Handoff Integrate customer service with sales and marketing efforts to identify, qualify, and pass high-quality leads to the sales team. Implement systems for tracking and nurturing leads that come through customer Train customer service teams to identify upselling or cross-selling opportunities during interactions.Contracting and Warranties: Oversee all customer contract management processes, ensuring timely and accurate execution of contracts and service agreements. Lead efforts to ensure clear communication and management of warranty claims, resolving customer concerns related to product or service defects.Billing and Financial Accuracy: Collaborate with finance team to ensure accurate invoicing, timely payments, and resolution of billing disputes. Monitor billing workflows and processes to ensure they align with company standards and customer expectations.Team Leadership and Development: Lead and mentor a team of customer service professionals, fostering a culture of accountability, performance excellence and continuous improvement. Build a team culture focused on leading a global customer experience proactively driven to retain and increase new customers, deliver repeat users and expand enterprise technology use, rather than one focused on reactive problem Provide ongoing coaching and development opportunities to team members to improve skills, knowledge and customer interactions.Metrics and Reporting: Develop and monitor key performance indicators (KPIs) for the customer service Report regularly on departmental performance to senior leadership, highlighting successes and areas for improvement.Cross-Functional Collaboration: Work closely with other departments, including sales, product and operations to align customer service strategies with overall business goals. Act as a liaison between customers and internal teams to ensure feedback is incorporated into product and service improvements.DELIVERABLES / KPIs Meet and exceed Vytelle Global Revenue as defined In Budget Customer retention % Same-customer growth rate % Issue Resolution time and satisfaction level (different SENSE to ADVANCE) Warranty Cost Vytelle SENSE # of Enterprise customers converted SGL to customer/client Role Model Behaviors - Change Champion, Strategic, collaboration, process driven, customer centricVytelle's Core ValuesLeadership: Inspire and serve and seek the best in each otherEndurance: Pacesetter, takes action and realizes resultsPioneer: Infinitely curious, catalyst and listens for ideasLove: Contagious passion for customers and our purposeAbility to adopt and adhere to Vytelle's Foundation: The Common Thread of Integrity, Respect and TrustIn addition to:Teamwork: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company. Set goals, resolve problems, and make decisions that enhance the Company's effectiveness.Team Member Orientation: Anticipate, understand, and respond to the needs of team members to meet or exceed their expectations.Direction and Decision making: Positively influence others to achieve results that are in the best interests of the Company. Assess situations to determine the importance, urgency, andrisks, and make clear decisions are timely and in the best interests of the Company.SKILLS AND ATTRIBUTES Leadership: Ability to inspire, guide, and motivate a global team, fostering a high- performance culture. Customer Experience Management; a deep understanding of customer journey mapping, CS strategy and service design to deliver excellent service and create long-lasting customer relationships. Proven experience in managing customer service ticketing systems, SOP development and process improvement. Change management: Experience in leading teams through transformations and technology implementation Excellent problem-solving ability and track record of successfully resolving complex customer issues. Familiarity with customer contract management, warranties and billing Exception communication, interpersonal and conflict-resolution Adept at setting and acting on longer term Willingness to work as a team Quality driven "Figure It Out" skills Appreciates diversity; an ability to positively resolve issues arising from different EXPERIENCE AND QUALIFICATIONS Bachelor's degree in business administration, communication, marketing or related fields, Masters degree preferred 5 years' experience in customer service or operations leadership role, preferably in high-volume, fast-paced environment. Deep knowledge of bovine reproduction, IVF procedures and livestock breeding Proficient PC skills including internet and Microsoft Office suite of Proficient in the use and deployment of CRMs ideally Help Desk and Ticketing systems, automation and workflow tools To drive process and automationPHYSICAL REQUIREMENTSThis position involves sitting for prolonged periods while working at a computer, attending virtual meetings and engaging in remote communication.Ability to travel to client locations, farms and trade shows. This may include driving or flying and overnight stays.Ability to move around farms and livestock facilities, which may include walking on uneven terrain, standing for extended periods and climbing steps.Ability to work in varying conditions, such as being outdoors, in barns or other agricultural settings with exposure to livestock and potentially loud environments.Flexibility to work outside standard business hours when visiting farms, attending industry events or responding to urgent client needs.EQUAL EMPLOYMENT OPPORTUNITY POLICYVytelle provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Created: 2024-10-25