Position Description
Vice President, Customer Services
August 2024
The Company
EnterGain is the executive recruiting firm focused on the music ecosystem. Our client is a highly regarded provider of technology and payment processing solutions for record companies and musical artists.
Position Summary
The Vice President of Customer Services will be responsible for overseeing all activities related to the company’s customer services department. The VP, Customer Services manages and oversees all the day-to-day operations of four teams: Support Agents, Research & QA, Account Management & LODs, and Client Resolutions.
Working closely with company leadership and other departments, the VP of Customer Services is responsible for ensuring top notch and best in class service to our customers, collaborating with internal and external partners, cultivating relationships that support the broader organization. Responding personally to issues, and inquiries via phone and email is essential.
This role is hybrid and reports to the SVP of Operations.
Specific Responsibilities
- Recruit, train, mentor, and motivate a high-performing team focused on delivering exceptional customer support and service.
- Identify and achieve short- and long-term department OKRs and other goals.
- Set clear goals, provide regular feedback, and conduct performance evaluations to foster professional growth and excellence within the team.
- Establish and enforce customer service standards, processes, and best practices to ensure consistent service delivery.
- Identify customer pain points and opportunities to improve the overall customer experience.
- Develop and implement initiatives to streamline processes, increase customer self-service opportunities, and maximize customer satisfaction.
- Leverage customer data and analytics to identify trends, insights, and opportunities for improved customer experience.
- Implement data and analytics measurements to drive performance and improvement across the team.
- Champion a customer-centric mindset throughout the organization by promoting a culture of empathy, accountability, and responsiveness.
- Collaborate with internal stakeholders such as Technology and Finance to ensure a seamless and consistent customer experience across all departments.
- Establish and maintain strong relationships with key customers and stakeholders.
- Act as business owner of product(s) and/or initiatives, serve as a subject matter expert and communicate key requirements and business needs to key stakeholders.
- Provide excellent written and verbal communication to escalated customers, key industry contacts, and internal stakeholders; ensure team is doing the same.
- Handle customer inquiries and concerns with clear and professional oral and written skills.
Position Requirements
- 15 years of progressive Customer Service Experience
- 10 years of experience managing and leading a Call Center/Customer Services team.
- BA or BS degree or applicable experience
- Experience leading, training and motivating a team and being responsible for its work product.
- Knowledge of music industry, including relationships, understanding of client needs, and key players is required.
- Experience navigating very complex, high-visibility customer/client issues.
- Excellent leadership, communication (written and verbal), conflict resolution and analytical skills.
- Detail-oriented, able to work independently and report progress under tight deadlines.
- Ability to multi-task and manage multiple high priority projects simultaneously.
- Computer skills: Microsoft Office Products, Slack, Lucid Chart, Salesforce and/or CRM database experience
- Product Management or Business Ownership experience a plus.
- Proficiency working with large data sets a plus.
Compensation
Competitive salary, incentive and benefits will be offered, commensurate with the role and the final hire’s experience. Depending on the knowledge, skills, abilities, experience, education, network and location of the final hire, the base salary is anticipated in the range of $230,000-$250,000.
Equal Opportunity & DEI
The Company is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Further, the company strives to create a diverse, welcoming, equitable and inclusive environment for all applicants, employees and partners.
Contact
EnterGain is the exclusive recruiter on this project. Qualified interested candidates should apply directly to this link.