Interface is a global flooring solutions company and sustainability leader, offering an integrated portfolio of carpet tile and resilient flooring products that includes Interface® carpet tile and LVT, nora® rubber flooring, and FLOR® premium area rugs for commercial and residential spaces. Made with purpose and without compromise, Interface flooring brings more sophisticated design, more performance, more innovation, and more climate progress to interior spaces. A decades-long pioneer in sustainability, Interface remains “all in” on becoming a restorative business. Today, the company is focusing on carbon reductions, not offsets, as it works toward achieving its verified science-based targets by 2030 and its goal to become a carbon negative enterprise by 2040. Reporting to the Vice President, Sales Enablement, the Director of Customer Success is responsible for overseeing all facets of the Customer Success Organization at Interface, supporting the entire product portfolio, ensuring exceptional performance across customer engagement, operational efficiency, and sales support. This role leads the Customer Success Managers and their teams, ensuring that all business objectives and deliverables are achieved while fostering a culture of continuous improvement and excellence. The Director will ensure that Interface customers receive a world-class experience throughout their entire process—moving orders smoothly, accurately, and efficiently through every stage. This role also ensures that Interface Sales Teams operate at maximum effectiveness through superior sales support, seamless collaboration, and strategic resource alignment. A critical component of this position is expertise in Salesforce, leveraging the platform to drive data visibility, process automation, and actionable insights that enhance customer relationships and business outcomes. This position may be remote, located in any of the contiguous United States. Skills and Experience - Minimum 10 years of progressive experience in Customer Success, Customer Service, Operations, or Sales Enablement roles - Proven management experience, including leadership of large teams across multiple workflows and geographies - Demonstrated ability to solve complex business challenges and drive operational efficiency - Experience in B2B and made-to-order manufacturing environments - Expert-level proficiency in Salesforce, with the ability to translate business needs into system workflows and reporting - Optimistic, persistent, and organized mindset with a passion for customer excellence - Strong ability to develop, mentor, and grow teams, cultivating high engagement and performance, driving accountability and continuous skills development - Detail-oriented with the ability to connect foundational process improvements to broader business outcomes - Comfortable managing and leading through organizational change and complexity Educational Requirements - Bachelor’s Degree preferred Essential Duties and Responsibilities - Oversee all aspects of the Customer Success Department, including customer care, business operations, and sales support - Lead and develop the Customer Success Managers, ensuring consistent execution, team growth, and alignment with company goals - Deliver on Sales Transformation initiatives by integrating multiple departments into one cohesive Customer Success function that drives simplification, efficiency, and superior experiences - Lead change management and transformation efforts while maintaining high service levels for both internal and external stakeholders - Optimize department resources and processes to create synergy between Order Entry, Order Management, and Sales Support - Work with the VP of Sales Enablement to define and execute the strategic direction for the Customer Success organization, aligning objectives with Interface’s overall business strategy - Build and maintain a culture centered on mentoring, training, and continuous improvement - Ensure adherence to performance metrics, including order entry timeliness (within 24 hours), order management accuracy, and sales support responsiveness - Leverage Salesforce to monitor KPIs, improve customer insights, streamline workflows, and enhance decision-making - Lead and manage departmental projects - Serve as a key business leader on the Interface LaGrange campus, collaborating across functions to improve customer and operational outcomes - Other duties as assigned by executive leadership #LI-Remote We are a VEVRAA Federal Contractor. We desire priority referrals of Protected Veterans for job openings at all locations within the State of Georgia. An Equal Opportunity Employer including Veterans and Disabled.

• Provide strategic and operational leadership for the Medical Management function across UM, CM, BH, PH, CQM, and Pharmacy. • Oversee utilization management activities, including prior authorization processes. • Ensure effective case management services, including transition management. • Lead population health strategies and oversee behavioral health integration. • Ensure compliance with clinical quality and pharmacy management programs.

Please Note: Internal Employees, please access the Jobs Hub in Workday to apply for the position. ABOUT US University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts, created to help working adults change their lives through flexible, high-quality education built for real life. Regionally accredited by the WASC Senior College and University Commission (WSCUC) and recognized by U.S. News & World Report among the Best Online Programs for 13 consecutive years (2013–2025), the university has a long track record of online innovation. Students across 49 states and internationally can upskill, reskill, and move forward without putting life on hold through technology-enabled, real-world learning.​ With 55+fully online, career-focused programs designed around the realities of work, family, and constant change, we remain ever-focused on developing future-ready learners who can thrive in a rapidly shifting world. This position is open to candidates who currently reside in one of the following approved states from which the role may be performed remotely: Alabama, Arizona, Georgia, Idaho, Indiana, Minnesota, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin. *See job description below for any applicable location requirements. Employees must be available for collaboration during core hours from 10am to 3pm (PST). ABOUT THE ROLE Responsible for supporting prospective students through their initial inquiry, application, and admission phase. This position utilizes a consultative sales approach to understand the prospective student’s needs, determine whether the University will meet their educational goals, and if appropriate, make a compelling recommendation for them to attend the University. This individual helps to facilitate the enrollment process by making frequent phone contacts with the prospective student, by connecting the prospective student with relevant campus personnel (e.g. Academic Advisors and One-Stop Specialists), and by overcoming prospective student objections when appropriate.Receive supervision from the Enrollment Services Manager. - Supervision — indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines. POSITION DUTIES AND RESPONSIBILITIES: ESSENTIAL FUNCTIONS: Percentage - Responsible for converting prospective students from point of inquiry through registration/matriculation and onto a University student. Must be comfortable with having your phone activity and overall performance measured. Utilize consultative sales processes to support students and overcome objections. - Serve as the primary point of contact for prospective students and help them navigate through the enrollment process while maintaining a high level of customer service throughout all interactions. - Communicate the University’s unique value proposition in a compelling and personalized fashion to all prospective students. - Advise the prospective student on suitable programs in accordance with their goals and experience. Effectively communicate program requirements to prospective students. - Create and maintain an accurate roster of prospective students in the CRM to assist with outreach record management. Provide regular feedback to the Enrollment team regarding issues, questions, and barriers students face. - Work in collaboration as part of the team responsible for recruiting and enrolling students. 95% - Perform other duties, as assigned. 5% TOTAL 100% POSITION SPECIFICATIONS AND REQUIREMENTS: EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES: - Bachelor’s degree, or equivalent combination of education and experience. - 1 to 3 years of experience related to admissions, coaching, customer experience, or sales. ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES: - Exceptional interpersonal skills, which can work effectively with a diverse group of constituencies - Experience maintaining accurate records in a CRM and/or other student databases - Ability to work autonomously with a high level of initiative in order to achieve enrollment results. Good time management and prioritization skills - Comfortable being measured on enrollment targets and performance metrics - Ability to work effectively as a member of a team - Flexibility – the ability to thrive in a dynamic, growing, and evolving organization - Good communication, both written and verbal - Working knowledge of consultative sales - Student-focused - Personalized service/attention, responsive - Empowering - Coachable; accepts and implements feedback; can accept other viewpoints - High integrity - Able to clearly articulate or present their point-of-view - Self-disciplined; focused; solution-oriented - Ability to plan, prioritize and organize effectively - Optimistic, positive, resilient Machines, Tools, Equipment, Electronic Devices and Software: Personal computer and intermediate knowledge of Microsoft Office Suite, including word, excel, and outlook. Contact with Students: Frequent Contact with Faculty and/or Staff: Occasional Contact with Community and Vendors: Occasional The hiring range for this position is $23.00 - $25.90 per hour. Offers are determined by a variety of factors, including but not limited to geographical location, knowledge, skills, years & depth of experience, and equity with internal team members. BENEFITS AND PERKS At the University of Massachusetts Global, we support your total well-being with flexible and meaningful benefits: - Health: Medical, dental, and vision coverage with spending account options. - Work-Life Balance: Remote options, flexible schedules, 1/2 day Fridays (biweekly), generous time off, including paid holidays and a paid winter break. - Financial Security: Life, disability, accident, legal, identity protection, and student debt support. - Retirement: 403(b) plan with a Roth option. 3% non-elective contribution and up to 6% match for a 9% total employer contribution! - Education: Tuition discounts for employees and family and Tuition Exchange program with other universities. PSLF eligible employer. - Wellness: Counseling services, Free Calm Health subscription and year-round wellness programs. Equal Employment Opportunity – UMass Global is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. UMass Global prohibits all forms of discrimination and harassment on the basis of age, race (including hairstyle/texture, protective hairstyles, braids, locks, and twists), color, religion (including religious observance, belief, practice dress and grooming practices), citizenship, pregnancy (including temporary physical or mental limitations related to, affected by, or arising out of pregnancy, childbirth, or any related medical conditions), sex, gender identity, gender expression, transgender status, national origin, ancestry, physical and/or mental disability, legally-protected medical condition, military (past, present or prospective) status, veteran status, marital status, sexual orientation, sexual and reproductive health, genetic information, or any other characteristic protected by local, State or Federal law. Reasonable Accommodation – UMass Global provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at recruiting@umassglobal.edu.

Role Description The Customer Success Management team is dedicated to driving customer retention and maximizing value through effective performance reviews and aiding clients in achieving their business objectives. Our goal is to ensure every customer becomes a passionate, long-term advocate for Keyloop — measured through high retention, strong satisfaction (NPS), and sustained revenue growth. Reporting to the Head of Customer Success, the Customer Success Manager will directly manage a defined portfolio of accounts to ensure expected value and growth is achieved. The successful candidate is a key member of the Customer Success organization, as the role will entail working with customers, sales, professional services, customer support, and partners to deliver customer value and success. This person will have exceptional customer relationship, analytical, and upselling skills. Duties & Responsibilities - Champion customer success across assigned accounts to drive full renewal and long-term loyalty to Keyloop. - Deliver business impact and innovation to a customer’s business by truly understanding the customers’ key business challenges and opportunities. - Build and nurture senior executive (including C-level) relationships across assigned accounts to solidify our partnership and commitment to the customer. - Work closely with the Sales organizations to develop growth and retention plans. - Foster strong customer relationships to enhance adoption, ensure retention, and increase overall customer satisfaction. - Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. - Work with clients to establish critical goals or other key performance indicators and aid the customer in achieving their goals. - Advocate for customer needs/issues cross-departmentally to ensure a seamless experience. - Represent the customer voice across all areas of Keyloop. - Maintain a broad understanding of Keyloop’s value proposition and products to discuss with customers, with a view to encourage interest in upgrades and additional products and/or services. - Travel to customer sites as required. May be called upon during off-hours to become actively involved in resolving a customer issue. - Prepare and present key business issues to senior management to provide and obtain information and to build consensus regarding project direction. - Take ownership of showcasing business & product performance metrics & KPIs – always being transparent on areas of improvement & opportunities for digital evolution whilst driving positive outcomes for our customers. - Accountable for Customer Success Plans & ownership of all associated goals. - The success metrics in this role will include customer satisfaction (NPS), revenue attrition rates, and product & feature adoption. Qualifications - 5+ Years Customer Success Management experience. - Ability to work independently and in a strong team environment. - Ability to maintain excellent colleague and peer relationships. - Excellent communication, presentation, and negotiation skills. - Ability to quickly grasp and distinctly explain technological and business concepts. - Strong understanding of business processes and their implementation into enterprise applications. - Strong understanding of customer needs and objectives. - CSM Experience for a Cloud Based Enterprise Software solution is a plus. - Experience in the automotive industry is a plus. - English language is a prerequisite; fluency in French, Portuguese, German, or Dutch would be advantageous. - Willingness to travel. Benefits - Collaborate and learn from industry experts from all over the globe. - Work with game-changing products and services. - Get the training and support you need to try new things, adapt to quick changes, and explore different paths. - An inclusive environment to thrive. - Be rewarded for your efforts based on performance. - Opportunities for career growth through investment in development. - Equal opportunity employer committed to building a diverse and inclusive workforce.