Customer Sucess Director

At Ferrilli, we are committed to driving positive change in higher education through the revolutionary power of technology. Our mission is to foster student success by maximizing the potential of technology on campuses. With a comprehensive and holistic approach, we provide unwavering support in IT services and IT consulting, optimizing existing technology infrastructure, and implementing cutting-edge solutions to help our clients achieve their goals.

Position Summary

The Customer Success Director is tasked with leading the day-to-day execution of client projects, guiding and developing individual team members, fostering lasting and positive client relationships, assisting the sales and marketing team in closing sales, and ensuring high levels of client satisfaction with delivery.

Responsibilities

• Collaborate with Resource Managers to request resources for engagements.
• Facilitate post-contract signing introductory and scheduling meetings with clients.
• Host client kickoff calls with assigned resources to ensure a smooth transition into implementation.
• Serve as the client’s primary operational point of contact, ensuring customer satisfaction with services and deliverables.
• Provide quality customer service, ensure contract terms and conditions are met, and allocate appropriate resources to resolve complaints and issues.
• Execute and monitor key performance metrics (KPIs) such as project on-time delivery, NPS Score, estimate vs. actual.
• Address all customer inquiries and direct them to the appropriate source for detailed information.
• Ensure company compliance with contract terms and conditions.
• Lead the day-to-day execution of client projects while guiding and developing individual team members.
• Work directly with clients to take ownership of overall project and end products.
• Analyze, design, and implement tailor-made solutions for client issues.
• Monitor day-to-day project activities and corresponding resourcing, or collaborate with the Ferrilli PMO to achieve successful project conclusions.
• Communicate remaining project funding to leadership and account teams to allow for opportunities to extend current engagements.
• Collaborate with the consulting team to ensure timely submission of project status reports, timecards, and expenses.
• Maintain an updated and accurate resource schedule to provide regular revenue forecast updates to services leadership.
• Monitor technical scope and architecture for assigned projects.
• Assist in creating project plans with employees.
• Handle Templated Change Orders and ensure customer satisfaction.
• Provide employees with guidance on proper consulting strategies.
• Monitor customer service scores of jobs on NPS and ad-hoc feedback loops.
• Participate in sales handoffs from Account Managers, attend discovery calls with the sales team, and represent Ferrilli at various conferences and events.
  
  

Qualifications

• Bachelor’s degree in a related field required.
• Minimum of 8 years’ experience leading financial and client relationships for numerous projects, with hands-on technical or functional experience in Ellucian Colleague.
• Proven track record in utilizing Ellucian Colleague to drive operational efficiency and student success initiatives in higher education environments.
• Willingness to travel when required for client or internal business needs.