Director, Customer Services
We are musicians, athletes, coaches and teachers who truly believe in our mission to help people achieve their best. Our software platforms connect performers, instructors and creators enabling them to publish, teach and train using the principles of deliberate practice.
You may know us as TrainingPeaks, MakeMusic, TrainHeroic and Alfred Music. All these brands are under the Peaksware umbrella. TrainingPeaks develops software for coaches and athletes to track, analyze and plan endurance training. TrainHeroic develops software solutions for the strength and conditioning needs of coaches and athletes. MakeMusic develops software to transform how music is composed, taught, learned and performed. Alfred Music creates and publishes educational music to help teachers, students, professionals and hobbyists experience the joy of making music.
Peaksware has been featured in BuiltInColorado’s Top 100 Companies list since 2017 and our brands have been recognized in Outside Magazine’s “Best Places to Work” multiple years in a row. Peaksware has also been honored as a part of Mogul’s “Top 1,000 Companies for millennial Women Worldwide”. We are proud of our company culture and of consistently being recognized, both locally and nationally, as a top workplace.
We would love to have you join our ever-growing team!
General Summary:
The Customer Services team is an integral function of the organization. It’s responsible for converting and on-boarding new customers, supporting and troubleshooting customer issues, encouraging the adoption of our products through education and ensuring customers are delighted, long-term promoters of our brand.
The Director, Customer Services is responsible for developing the overarching Customer Services strategy to help the business achieve customer satisfaction, engagement, retention and revenue goals. This person represents the customer service team and works cross functionally with all areas of the company to inspire, design, monitor and deliver the best possible customer service experiences.
You will sit directly with the Customer Services team, work in close collaboration with the Customer teams, and report to the Sr. Director, Sales.
Core Functions:
- Inspire and lead the Customer Services team to deliver exceptional customer experiences.
- Drives strategy development to increase customer engagement, satisfaction and retention, and enable their growth.
- Develops processes, best practices and clear goals to ensure high workflow efficiency and employee satisfaction.
- Promotes functional excellence through ongoing review and clarity of business and team goals and KPIs.
- Represents the Customer Services team in collaborative efforts that support the business/mission objectives while building value and developing relationships with key stakeholders.
- Provide strategic and tactical leadership across the team, prioritizing skill development and professional growth to the existing team while attracting high potential talent as we grow.
- Identifies, analyzes, refines, and distributes B2B and B2C customer reporting as needed.
- Ensures monthly company sales goals are met by communicating with the distribution center management to determine and solve any problems in traffic flow of order processing and shipping.
- Oversees processing of new issue batch order and refines overall process with teams, distribution center, and IT department. Manages new issue programs and works with IT and the distribution center on AS400 coordination, troubleshooting, etc.
- Interprets, adapts and deploys B2C marketing campaigns to B2B customers, in alignment with overall company objectives and goals.
- Performs other duties as assigned.
Requirements
- Excellent internal and external communication skills.
- 3+ years overseeing Customer Service teams at management level.
- Computer literate / strong computer skills (Microsoft office, Mac OS).
- Managerial experience.
Desired Qualifications:
- Knowledge of creating and managing budgets, music sales management systems and practices, and general principles of bookkeeping needed.
- Sales and/or Marketing large-project management equivalent to a minimum of three years of professional experience, preferably in a publishing or music-related field.
Benefits
Compensation:
Peaksware/AlfredMusic is committed to fair and equitable compensation practices. The salary range for this role is $64,548 - $107,580. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, and certifications.
This role is eligible for variable compensation including bonus.
Benefits and Perks:
Health
- 100% company-paid Medical for employees with buy-up options
- Dental
- Vision
- Health Savings Account
- Flexible Spending Account
- Dependent Care Flexible Spending Account
- Paid Parental Leave
- Teladoc
- Employee Assistance Program (EAP)
- Additional coverage options such as accident and critical illness insurance and hospital indemnity
Disability and Life
- Company-paid Short Term Disability
- Company-paid Long Term Disability
- Company-paid Basic Life Insurance and AD&D
- Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child
Additional*
- 401(K)
- 401(K) Matching
- Pet Insurance
- 9 paid holidays annually and unlimited Flexible Time Off (FTO)
- Free TrainingPeaks, TrainHeroic, MakeMusic accounts, and Alfred Music product
- Access to the Performance and Recovery Center (PARC), our on-site fitness facility
- Employee only access to on-site locker rooms and showers
- Employee only access to secure, indoor bike storage
- Access to our onsite Music Studio
- An assortment of “grab’n go” fruit and snacks as well as on tap cold brew, kombucha, and beer.
- Beautiful onsite cafe that includes indoor and outdoor seating and lounge areas.
- Access to e-bikes available exclusively to Peaksware employees
- Significant investment in resources for employee growth and development
- Corporate discounts on select gym memberships and top brand gear
- Flexible work schedule in a culture of trust
Please contact [email protected] if you require a reasonable accommodation to review our website or to apply online.
Work Environment:
This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.
All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources.
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.