Director Customer Success Management - North America at Hitachi Energy Ireland Limited in Atlanta, Georgia, United States | Charlotte, North Carolina, United States | Raleigh, North Carolina, United States | Houston, Texas, United States | North Carolina, United States | Kablio

Role

Description

team leadership

operations management

policy development

feedback analysis

escalation handling

crm utilization

The Director will be responsible for leading a high‑performing customer care team, managing daily operations to meet SLAs and KPIs, and continuously improving customer satisfaction through policy development and data‑driven insights.

Lead, mentor, and develop a team of customer care representatives, fostering a positive and high‑performing work environment.
Manage daily customer service operations, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer experience.
Monitor and analyze customer feedback, identifying trends and areas for improvement, and implementing corrective actions.
Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
Utilize CRM systems to track interactions, manage customer data, and generate reports.

Requirements

bachelor's

5-7 years

leadership

analytical

crm

microsoft office

Candidates must hold a bachelor’s degree in Business Administration, Communications, or a related field, and have 5–7 years of customer service experience, including at least 2–3 years in a leadership role.

Bachelor’s degree in Business Administration, Communications, or a related field.
5–7 years of experience in customer service or customer care, with 2–3 years in a leadership or managerial role.
Proven track record of managing and motivating a customer‑facing team.
Strong analytical skills with the ability to interpret data and make data‑driven decisions.
Proficiency in CRM software (e.g., Salesforce, ServiceNow) and Microsoft Office Suite.
Eligibility to work in the US without sponsorship.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

must be eligible to work in the us without sponsorship.

Security clearance

Information not given or found

Company

Overview

96% Renewables Integration

Clean Energy Solutions

Ensures that more than 96% of their projects involve renewable energy integration, supporting the transition to cleaner power systems.

99% Uptime

Grid Reliability

Achieves 99% uptime in their energy grid solutions, ensuring consistent and reliable power distribution.

700+ Charging Stations

EV Infrastructure Expansion

Deploys over 700 electric vehicle charging stations globally, driving EV adoption and supporting sustainable transportation.

Leads in energy management with pioneering technologies.
Focuses on renewable energy to drive cleaner and efficient power systems.
Provides solutions across energy generation, transmission, and distribution.
Operates in sectors including wind, solar, utilities, and transportation infrastructure.
Innovates in industrial automation with cutting-edge energy optimization systems.
Involved in electrifying remote regions for improved energy access.
Employs digital tools for data-driven grid improvements and performance enhancement.

Culture + Values

Harmony (Wa): embracing and respecting the unique qualities of our diverse employees, engaging in open discussions and uniting efforts once consensus is reached
Sincerity (Makoto): acting with ownership, honesty and integrity; addressing matters sincerely and learning from failures
Pioneering Spirit (Kaitakusha‑seishin): exploring uncharted territory with innovative approaches and taking on new challenges
Open collaboration and customer focus: co-creating solutions through global teaming to deliver customer success and societal progress
Culture of innovation: pushing boundaries, breaking records, evolving to meet today’s challenges with purpose-driven innovation

Environment + Sustainability

100% Fossil‑Free Electricity

CO₂ Reduction Achievement

100% fossil-free electricity in own operations reduces CO₂e by over 175,000 metric tons annually compared to 2019 levels.

80% Emissions Reduction

Scope 1+2 Emissions Target

Aim to reduce absolute Scope 1+2 emissions by 80% and Scope 3 emissions intensity by 55% by 2030.

Top 5% EcoVadis Rating

Sustainability Performance

Received EcoVadis gold rating in 2024, placing the company in the top 5% of over 130,000 assessed companies.

1,000Mt Avoided Emissions

Global Climate Contribution

Aim to contribute to avoiding 1,000 million metric tons of emissions through various sustainability initiatives.

Net‑zero target by 2050 with Science Based Targets initiative (SBTi) validation (Feb 2024)
Achieve carbon‑neutral own operations by 2030
CDP climate score: A‑ in 2023
Accelerate clean energy transition: focus on climate, circular economy (5R principles), biodiversity and ecosystems
Increase renewable‑enabled GW and improve service lifecycle value creation index annually

Inclusion & Diversity

45k+ Employees

Global Workforce

The company employs over 45,000 individuals from 150 different nationalities across 60+ countries, showcasing extensive global diversity.

25% Women Target

Workforce Representation

Aiming to have 25% of its employees and managers identify as women by the year 2025, reflecting a commitment to gender diversity.

500+ Colleagues

Leadership Development

Over 500 employees from 28 nationalities across 10 countries have engaged in a leadership development framework to foster inclusive growth.

~9-10 yrs Tenure

Employee Tenure

Employees maintain an average tenure of approximately 9 to 10 years, indicating a stable and experienced workforce.

Endorsed a global DEI strategy focused on diversity, equity, and inclusion across operations.
Incorporates leadership pillars ensuring DEI is integrated into hiring, growth, and development strategies.

Articles

Customer Connect Center – Telephones

Sales Inquiry Form

General Inquiry Form

Role

Description

team leadership

operations management

policy development

feedback analysis

escalation handling

crm utilization

Lead, mentor, and develop a team of customer care representatives, fostering a positive and high‑performing work environment.
Manage daily customer service operations, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer experience.
Monitor and analyze customer feedback, identifying trends and areas for improvement, and implementing corrective actions.
Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
Utilize CRM systems to track interactions, manage customer data, and generate reports.

Requirements

bachelor's

5-7 years

leadership

analytical

crm

microsoft office

Bachelor’s degree in Business Administration, Communications, or a related field.
5–7 years of experience in customer service or customer care, with 2–3 years in a leadership or managerial role.
Proven track record of managing and motivating a customer‑facing team.
Strong analytical skills with the ability to interpret data and make data‑driven decisions.
Proficiency in CRM software (e.g., Salesforce, ServiceNow) and Microsoft Office Suite.
Eligibility to work in the US without sponsorship.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

must be eligible to work in the us without sponsorship.

Security clearance

Information not given or found

Company

Overview

96% Renewables Integration

Clean Energy Solutions

Ensures that more than 96% of their projects involve renewable energy integration, supporting the transition to cleaner power systems.

99% Uptime

Grid Reliability

Achieves 99% uptime in their energy grid solutions, ensuring consistent and reliable power distribution.

700+ Charging Stations

EV Infrastructure Expansion

Deploys over 700 electric vehicle charging stations globally, driving EV adoption and supporting sustainable transportation.

Leads in energy management with pioneering technologies.
Focuses on renewable energy to drive cleaner and efficient power systems.
Provides solutions across energy generation, transmission, and distribution.
Operates in sectors including wind, solar, utilities, and transportation infrastructure.
Innovates in industrial automation with cutting-edge energy optimization systems.
Involved in electrifying remote regions for improved energy access.
Employs digital tools for data-driven grid improvements and performance enhancement.

Culture + Values

Harmony (Wa): embracing and respecting the unique qualities of our diverse employees, engaging in open discussions and uniting efforts once consensus is reached
Sincerity (Makoto): acting with ownership, honesty and integrity; addressing matters sincerely and learning from failures
Pioneering Spirit (Kaitakusha‑seishin): exploring uncharted territory with innovative approaches and taking on new challenges
Open collaboration and customer focus: co-creating solutions through global teaming to deliver customer success and societal progress
Culture of innovation: pushing boundaries, breaking records, evolving to meet today’s challenges with purpose-driven innovation

Environment + Sustainability

100% Fossil‑Free Electricity

CO₂ Reduction Achievement

100% fossil-free electricity in own operations reduces CO₂e by over 175,000 metric tons annually compared to 2019 levels.

80% Emissions Reduction

Scope 1+2 Emissions Target

Aim to reduce absolute Scope 1+2 emissions by 80% and Scope 3 emissions intensity by 55% by 2030.

Top 5% EcoVadis Rating

Sustainability Performance

Received EcoVadis gold rating in 2024, placing the company in the top 5% of over 130,000 assessed companies.

1,000Mt Avoided Emissions

Global Climate Contribution

Aim to contribute to avoiding 1,000 million metric tons of emissions through various sustainability initiatives.

Net‑zero target by 2050 with Science Based Targets initiative (SBTi) validation (Feb 2024)
Achieve carbon‑neutral own operations by 2030
CDP climate score: A‑ in 2023
Accelerate clean energy transition: focus on climate, circular economy (5R principles), biodiversity and ecosystems
Increase renewable‑enabled GW and improve service lifecycle value creation index annually

Inclusion & Diversity

45k+ Employees

Global Workforce

The company employs over 45,000 individuals from 150 different nationalities across 60+ countries, showcasing extensive global diversity.

25% Women Target

Workforce Representation

Aiming to have 25% of its employees and managers identify as women by the year 2025, reflecting a commitment to gender diversity.

500+ Colleagues

Leadership Development

Over 500 employees from 28 nationalities across 10 countries have engaged in a leadership development framework to foster inclusive growth.

~9-10 yrs Tenure

Employee Tenure

Employees maintain an average tenure of approximately 9 to 10 years, indicating a stable and experienced workforce.

Endorsed a global DEI strategy focused on diversity, equity, and inclusion across operations.
Incorporates leadership pillars ensuring DEI is integrated into hiring, growth, and development strategies.

Articles

Customer Connect Center – Telephones

Sales Inquiry Form

General Inquiry Form