Almanac Technologies, LLC/Machol and Johannes, LLC
  • Denver, CO, USA
  • DOE
  • Salary
  • Full Time

Health, Dental, Vision Insurance; Awesome PTO Package; Company 401k Program; Paid Parking; and MORE!


Director of Customer Success

OUR COMPANY

Almanac Technologies is the service provider to Machol & Johannes, LLC, Colorado's premier creditor's rights law firm. Operating in Colorado and seven other states, we offer legal collections service to top tier creditors.

Our firm seeks recovery of monies owed our creditor clients through adjudication in the state court systems of the states we are licensed to practice. The Customer Success team seeks the successful resolution of collections matters assigned our firm in strict compliance with all state and federal laws.

We are proud of the culture we are building and the competitive compensation packages we provide. Almanac Technologies is an employer focused on transparency, revolutionizing our industry, and flat out being a phenomenal place to work. We are looking for a leader who will not only join our mission but help drive it.

At Almanac Technologies, we offer:

  • Interesting & challenging work, opportunities to learn & grow, competitive pay & benefits, talented co-workers
  • The ability to contribute and make a difference, transparent communications, a sense of community
  • And a constantly evolving culture that takes a professional interest in the growth and wellbeing of our employees

 

THE OPENING: Director of Customer Success

We are looking for a Director of Customer Success to join our group of executives and to lead a team of Customer Success personnel. Our company is about passion, grit and innovation. Our company is driven to accomplish goals and meet client objectives every time.

The Director of Customer Success is an executive position reporting to the CEO, responsible for all operations and strategy within the Customer Success Department. The Director currently has three direct report managers and a team of 23. This position maintains client relationships and manages the efficient production of the department. Customer Success operates under strict guidelines and high expectations for meeting key performance indicators in a fast-paced work environment. 

The Ideal Candidate:

  • Can monitor, track, and analyze trends to identify collection opportunities for the clients we support
  • Experienced in call center management
  • Has the experience to grow with a growing company
  • A creative and aggressive problem solver
  • Has the experience/capacity to succeed in our niche collections space
  • Can both lead a team and work as a team with senior leadership
  • Demands & delivers clear, concise, and proactive communication
  • Thrives on opportunities to improve and promote quality
  • Cares deeply about the growth & development of direct reports
  • Ability and willingness to commit to the company culture, goals, and mission

Core Functions:

  • Responsible for the Customer Success team
  • Manage the personnel of a midsize collection floor and the support team
  • ACD and CRM savvy, ready to take it to the next level
  • Recruit, train, and develop Collection Managers and staff to perform at best-in-class standards and create an environment of achievement and accountability that cultivates success
  • Effectively communicate across all levels of management
  • Working knowledge of the FDCPA, HIPAA and how they fit within the revenue management cycle
  • Create/edit and execute win-win bonus programs
  • Develop and execute effective customer communication schedules, tools and resources in an evolving legal collections environment
  • Work within budget and manage the department profit & loss
  • Meet client and department goals
  • Consistent adherence to & championing of compliance regulations
  • Responsible for communication to the collection floor, all other departments, and with key clients
  • Develop and support on-going training initiatives of our clients.
  • Ability to build, analyze and communicate KPIs within the team
  • Meet strict deadlines, reach attainable goals, and balance multiple conflicting priorities
  • Be accountable

Job Qualifications:

Demonstrated industry experience in the post-charge off and purchased debt revenue cycle market, or a similar industry/market.

Education, Formal Training or Certificates:

  • 4 Year College Degree or similar experience
  • Intermediate level understanding of the State legal process a plus.
  • ACA Certified or any comparable industry certification
  • Microsoft Office proficiency in Excel, Word, Outlook, SharePoint and One-Drive. Experience in Tableau or similar business software a plus

Experience:

  • Minimum five (5) years' experience as a collections manager or creditor's rights paralegal management, required
  • Prior experience in a Senior Level role, preferred
  • Experience with skip-tracing/asset location tools and strategies required
  • Experience working in an open office call center required
  • Legal industry experience preferred

Knowledge, Skills and Abilities:

  • Ability to deescalate disgruntled callers and negotiate payment terms
  • Strong mental agility and decision-making skills
  • Ability to lead a team by example
  • State specific knowledge of collections regulations preferred

Working Environment:

  • Majority of this position will be in a professional office environment
  • Sitting 80%, Standing/Walking 20%
  • Will type, write, use finger dexterity, talk, hear, and see (up close and moderate distances) as a normal part of job duties
  • Will occasionally need to lift up to 50 lbs.
Almanac Technologies, LLC/Machol and Johannes, LLC
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