Customer Success Manager

Job Summary  

The Customer Success Manager is responsible for effectively and efficiently overseeing the daily activities of the onboarding & support team in terms of incoming client requests and technical support, intra- and inter-departmental workflows, and proactive customer outreach. He/she is focused on coaching a high-performing team whose productivity and quality have a direct bearing on corporate strategy to acquire and retain clients in a profitable manner.   

     Responsibilities:  

• Oversee the service workflow, including people, processes, and productivity. Ensure workload, turn-around times, and client resolutions are executed on time, within budget, and with quality 
• Recruit, hire, train, audit, evaluate, and coach CSS staff, including representatives, domain administrators, and outreach professionals to ensure quality standards 
• Oversee resource allocation, measure staffing capacity and productivity, and provide regular reporting and analysis to senior management 
• Establish metrics and report on key performance indicators for customer support and call center operations to create continuous operational and customer satisfaction improvements, support corporate growth goals, and determine methods of course correction necessary to achieve and sustain desired results 
• Serve as the voice of the customer, understanding customers’ needs and pain points and help translate expectations into executable strategies in conjunction with the leadership of products, marketing, accounting, sales, IT, and managed services 
• Develop standard operating procedures as well as identify and implement process improvements for effective inter- and intra-departmental workflow 
• Be hands-on to address escalated issues to repair client relationships and set proper expectations for continued service and performance 
• Develop customer communication strategies that demonstrate ROI, enhance our value to our customers, and result in a positive customer experience 
• Stay abreast of new developments and trends in customer service and call center operations, and actively research, test, and propose new approaches to improving customer-centric practices within the company 

Knowledge, Skills, and Abilities:  

• In-depth understanding of call center metrics that affect service level agreements and drive customer retention and satisfaction 
• Excellent interpersonal skills, including the ability to communicate articulately both verbally and in writing, and translate complex subjects for a diverse audience 
• Extensive customer service experience including managing difficult situations constructively 
• Strong time management and project management skills 
• Proven methods to manage self and others, including delegation, while implementing auditing procedures to verify outcomes 
• Ability to employ a high degree of discretion in dealing with confidential matters 
• Familiarity with CRM systems, preferably Salesforce 
• Familiarity with best practices and trends in digital marketing is strongly desired  

Benefits

• A competitive compensation package
• Excellent benefits package that includes a 401K match, medical, dental, vision, college savings opportunity plan, more
• Company Events
• Generous vacation (3 Weeks) and paid holidays
• Continuous innovative and educational events