Director of Customer Success - Remote

  • Cielo Talent
  • Remote * (Not Specified, Not Specified)
  • Jan 15, 2022
Management Telecommuting

Job Description

Are you ready to accelerate your career? Join Cielo as an Director - Customer Success! A career at Cielo will give you the opportunity to work with the industry's smartest people and to take ownership of your success!

Cielo is a brand that reflects our big idea - that talent is rising - and with it our opportunity to rise above. We create careers for ambitious people by moving beyond traditional assumptions of what it means to work in talent acquisition.

The Director - Customer Success is instrumental in the successful launch of new client partnerships, as the Innovation Roadmap is a key deliverable during the first 6-12 months of client partnerships. The Director - Customer Success drives change management efforts with new clients, as well as is accountable for driving lasting change over time. As a member of Cielo's Implementation and Operations team, the Director - Customer Success partners with other department team members to drive the vision and success of the partnership with new clients and is the conduit between Cielo resources and client needs.

Responsibilities:

  • Conduct sessions with key stakeholders to understand need and to enable change management and elevate customer experience.
  • Create a roadmap from current state to desired future state, including priority, sequence, and change management dependencies, and continue to update through year one.
  • Spearhead new partnership launches with other department team members, Cielo Client Services, and the newly established clients.
  • Research and apply best practices, both internally and externally.
  • Fully understanding the Cielo operating model and how to utilize it in a new partnership while still meeting the established needs.
  • Act as a consultant throughout the Implementation process, leading "current state and future state" assessment workshops around experience and change.
  • Create and execute change plan alongside client and Cielo Client Services leadership, including (but not limited to) voice of customer sessions, governance groups, and risk analysis.
  • Ensure smooth transition between Cielo departments.
  • Develop and nurture trusted relationships with internal and external stakeholders to ensure continued success of the partnership post-launch.
  • Additional projects as assigned.

Requirements:

Experience

  • 5+ years' expe rience in Client Delivery, preferably in related field
  • 5+ years' experience in Experience Design, Change Management, or similar Customer Success field
  • Proficient with Microsoft Suite (Excel, Word, PowerPoint, Outlook, MS Project, and Visio) and other project management software

Exposure

  • Comfortable with managing multiple projects simultaneously and prioritizing effectively
  • Ability to thrive in a fast-paced work environment

Education

  • Bachelor's degree, required
  • LEAN, Six Sigma Black Belt, or similar process certification, preferred

About Cielo

Cielo is the world's leading strategic Recruitment Process Outsourcing (RPO) partner. The industry has verified Cielo's reputation for executing innovative solutions that provide business impact through numerous awards and recognitions, including its annual leadership position on the HRO Today RPO Baker's Dozen listing, Peak Matrix Leader placement by Everest Group and Industry Leader designation by NelsonHall.

Cielo is an equal opportunity employer and will not discriminate against any applicant for employment because of race, color, religion, sex, national origin, disability, age, genetic information, or any other status protected by state or local law for an individual who falls within the jurisdiction of such law. Applicants who require an accommodation throughout the application and interview process should request this in advance by contacting Cielo Talent Acquisition at +1 or at