As a result of our rapid growth we are looking for a Director, Customer Satisfaction. Reporting directly to our CEO, your mission will be:

  1. To break down walls to vastly improve customer satisfaction
    • by leading our support department
  2. To grow our sales into our existing customer base
    • by leading our account management department

You will help redefine the processes and grow our people. Your team will own the customer.

Key Areas of Responsibility

The part that you play in this organization, and specific duties you are measured against

Manage the account managers who work with our current customers, and manage our support team

  • Ramp our current customer support department
    • Speed up ticket resolution (live chat, phone calls and email)
    • Exceptional communication
    • Your team will be resourceful, empathetic and will ask genuine-human questions
    • Teach people about the platform
    • Your goal: happy customers 
  • Inspire our current Upsell Sales Team and create a dynamic high-performing environment
    • Inspire a team of account managers, prioritizing the right behaviours
    • Manage a revenue target without pushy sales
    • Enhance relationships with customers
    • Be part of their growth plan
    • Discuss invoices and renewals
    • Your goal: reduce churn and grow recurring sales by 20%

Drive change. Modernize. Make an impact on our executive team.

  • Be proactive with the business, identify opportunities, build projects and deliver to the finish line
  • Leverage data and process to increase business efficiency, creating valuable systems that make us better
  • Helping change and contributing to the overall strategy and growth
  • Sell integration to some of the fastest growing and largest organizations on the planet

What would make you successful here

All the things you’re good at because you’ve done most of these before

  • Excellent communicator
  • Multi-tasker
  • Thick skin, be the advocate for our customers
  • A drive to impart change
  • 5+ years in management at a software company
  • Track record leading a revenue focused team + a customer support focused team
  • Passion for people, revenue, problem solving and for building amazing teams
  • A knack for modernizing processes
  • The ability to thrive after a bad day
  • The desire to have an impact and make a difference
  • A love for retail, commerce, and customer success
  • University degree is preferred

About the Company

eBRIDGE is a leader in business software integration that offers a world class, leading-edge technology platform. As an iPaaS company our cloud-based integration platform for Small/Mid-Sized businesses supports integration for EDI, eCommerce, CRM and supply chain management. As a result of our rapid growth we are looking for a Director, Customer Satisfaction.

We are looking for individuals who thrive in a team and a goal-oriented environment. Ideal eBRIDGE Software candidates have a breadth of expertise, unbridled energy and a desire to contribute to the team. At eBRIDGE Software, our goal is to create an environment to help you be as creative and successful as possible. If learning, growth, integrity, openness, personal project ownership, innovation, creativity and a balanced personal and professional life, are important to you, we are interested to hear from you!

eBridge Values: Customer is King – Continuous Improvements – Own it – Win!

Learn more about us on Web, Twitter, LinkedIn, Facebook.

Let’s Get to Work

If this role sounds like you, we want to hear from you. Please submit your resume to, Subject: Director, Customer Satisfaction

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