SKUVAULT-Head of Services & Support

ABOUT

SkuVault is a cloud-based inventory and warehouse management software designed to reduce inventory out-of-stocks and increase warehouse operation efficiency with eCommerce integration capability. SkuVault helps eCommerce retailers prevent out of stocks, improve warehouse efficiency, and reduce human error. The company is headquartered in Louisville, KY. Acquiring and maintaining accurate inventory quantities is a problem common to most all retailers – from overselling, mis-picks, and mis-ships, to forgotten stock sitting on a shelf, not even listed for sale. SkuVault, helps to greatly reduce those inventory issues, and many other problems retailers face. SkuVault deals with the retailer’s actual, physical inventory, scanned into and out of the warehouse or store, and then uses this real time data to sync to the retailer’s online marketplaces such as Amazon, eBay, Shopify, etc.

SkuVault is the warehouse management technology platform that empowers small and medium enterprises to optimize operations so they can scale and compete in the growing eCommerce and omni-channel markets at a fraction of the cost. We provide a hands-on customer service experience, meaningful, actionable data, and automated processes that reduce waste and supply chain inefficiencies – this saves our clients money and has a positive impact on the environment. SkuVault makes it easy for clients to connect their warehouses to the world while increasing fulfillment speed, accuracy, and profit.

STATS

  • 72 Total employees
  • $7M in Revenue
  • New Funding Round of $8.5M
  • 1,000 current customers
  • 5,000 current users

THE POSITION

The Director of Customer Success is responsible for ensuring the customer base is effectively adopting the solution throughout the technology lifecycle and is realizing the value of the product suite. This role is responsible for building, managing and leading the team responsible for the customer from purchase to renewal. This includes on-boarding, implementation, integration optimization, support, renewal and expansions.  The Director will ensure that scalable processes are in place to support growth and that data is captured and communicated/integrated into the software development lifecycle. This position will partner cross-functionally with the entire organization to increase customer satisfaction and retention while reducing customer touch point expense. The role reports to the Chief Operating Officer and is a part of the senior leadership team.

REQUIREMENTS

  • 5+ years leading a customer service/support organization in a SaaS environment; E Commerce and ecommerce warehousing experience highly preferred
  • Proven experience scaling the team, department and processes to deliver a world class customer experience during high revenue growth
  • Demonstrated success in consistently driving and maintaining excellent client experience and success with KPIs
  • Proven experience meeting/exceeding company and departmental goals: churn/response times/resolution times
  • Experience communicating clearly and effectively with clients as well as throughout all levels of the organization
  • Experience in managing technical support teams
  • Present proposals through the use of data
  • Demonstrated ability to think strategically with a “roll up the sleeves” mentality
  • Excellent written and verbal communication
  • Strong charisma and ability to “win the room” quickly
  • Demonstrated project management skills

CORE VALUES

  • Integrity and transparency builds rewarding relationships
  • Innovation and free thought promote change which creates opportunity
  • Empowerment enables people to lead
  • Synergy of skills to co-create drives success
  • Waste reduction improves our product and everyday lives

DUTIES & RESPONSIBILITIES

  • Provides oversight and direction within the department
  • Works closely with and supports management team developing trust and driving high levels of performance
  • Role includes daily communication at executive levels in the organization on strategic decisions
  • Ensure staff is working in and using CRM to full potential
  • Develop, implement and maintain goals, objectives and priorities within the service and support team
  • Ensures best practices and behavior of the team for customer excellence and success
  • Identification and quantification from client feedback regarding features, feature functionality, integrations, feature usage and software feedback used to evaluate strategic decisions on software upgrades and new releases
  • Identification of at-risk clients and establishing successful account management routines
  • Implements best practices of launch processes and alters as necessary to achieve 100% success
  • Implements best practice for ticket and phone support and alters as necessary
  • Ensures staff has a firm understanding of the software and can educate clients on full functionality of the software
  • Ensures staff has a good understanding of actual user cases and functionalities of warehousing and order fulfillment
  • Owns company training programs for new hires and existing team members throughout the organization
  • Manage and oversee internal and external client relationships
  • Oversee escalated customer complaints to their successful resolution
  • Represent Client Support department internally and externally

NON-DISCRIMINATION

Our client and Buffkin / Baker firmly support the principle and philosophy of equal opportunity for all individuals, regardless of age, race, gender, creed, national origin, disability, veteran status of any other protected category pursuant to applicable federal, state or local law.

CONTACT

Buffkin / Baker
10 Cadillac Drive, Suite 190
Brentwood, TN 37027
Phone: (615) 988-2587
www.thebuffkingroup.com

Mark Farrington, Partner
Office: (615) 988-2595
Cell: (615) 478-0098
Email: Mark@buffkinbaker.com

Britt Adams, Senior Associate
Office: (615) 988-2592
Cell: (865) 385-4800
Email: Britt@buffkinbaker.com

 

 

 

 

 

 

 


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