Associate Director of Customer Success

RESPONSIBILITIES

Under the supervision of the Vice President of Learning, the Associate Director of Customer Success will lead our customer service team and ensure our customers have an excellent experience every time they connect ATSSA. This role manages day-to-day operations, provides high-level service to both external and internal customers, and partners with leadership to track and report on service performance. The associate director will oversee staff development, create efficiencies in workflows, and collaborate with other departments to improve customer journey.

• Prepare and lead the customer service team to have excellent customer service on behalf of ATSSA to parties who contact the Association through the customer success center to provide relevant information, answer questions, and resolve issues.


• Lead and support the customer service team, ensuring daily operations run smoothly while providing coaching, feedback, and development opportunities.


• Lead activities for training courses and certification to ensure timely and complete customer experience (applications, course logistics, certifications, etc.).


• Monitor performance, set clear goals, and track metrics such as response times, call drop, and customer satisfaction to drive continuous improvement.


• Manage escalated issues and complaints, ensuring prompt resolution and appropriate follow-up.


• Provide regular reports and insights into the leadership team on performance, customer trends and any service challenges.


• Oversee the accuracy and integrity of databases, records, and reporting.


• Collaborate with internal departments (i.e., membership, meetings, accounting, etc.) to align processes and improve customer journey.


• Ensure effective use of CRM and call management systems; recommend system enhancements to improve service delivery.


• Foster a positive, high performance team culture by recognizing achievements, addressing challenges, and supporting professional growth.

ESCALATION AND RESOLUTION

• Liaise with internal teams (i.e., membership, meetings, accounting, etc.) to resolve cross-departmental issues and ensure seamless service for customers.


• Oversee the customer service recovery process from initial inquiry to final response and updates related parties on resolutions extended.


• Oversee and support customer service representatives in managing workflow and follow-up to minimize repeat escalations and improve resolution quality.


• Tracks and, with collaboration of VP, Learning determines solutions for recurring escalation issues.


• Other duties as assigned drive the vision, fulfill the mission, and abide by the values of the association.

QUALIFICATIONS

Education & Experience

A bachelor’s degree is preferred, at least five years of customer service experience in a call center environment and four years in a supervisory or management role. Experience with databases and CRM systems required; equivalent combinations of education and experience will be considered; experience in a member-based organization preferred.

Knowledge, Skills, and Abilities

 Skills and Knowledge– Commitment to excellence in customer service; proficiency for troubleshooting ; aptitude for creative problem solving; commitment to excellence; organized; knowledge of database systems and ability to work in database while maintaining data integrity, including MS Office, VOIP phone systems and database applications; detail-oriented; ability to work independently and in a team; ability to adapt to changing priorities; strong oral, written, and interpersonal skills; ability to adjust communication based on the needs of the customer; minimum adjusted alphanumeric typing requirement of 50 words per minute.