Director, Customer Solutions Center

Oversee operations of a single CS center from a hybrid Carrollton-based location, driving accelerated revenue growth and high-value customer solutions. Lead and manage a Customer Services team (Team Managers, Team Supervisors, Customer Success Managers, and Customer Solutions Professionals), including hiring, training, and performance management. Own end-to-end service, support, and account management from RFI to award, implementation, and ongoing customer lifecycle, including contract management, program implementation, reporting, billing, rebates, and pricing. Build long-term customer relationships by understanding business needs and delivering tailored solutions, while promoting a customer-centric culture. Drive the Customer Success Management function to boost satisfaction, retention, and growth, translating feedback and analytics into actionable strategies. Collaborate across functions to resolve issues, optimize services, and align resources with customer needs. Monitor KPIs such as CSAT, NPS, order accuracy, and perfect order, and leverage ERP, CRM (Salesforce), Power BI, Deal Manager, and other tools to enhance performance. Requires strong leadership, strategic vision, and experience in national models and complex customer accounts. Bachelor's degree preferred; extensive experience in leadership and account management within large organizations is expected.