Manager, Customer Success

Less than 5 years experience  •  Business Services

Salary depends on experience
Posted on 11/03/17
Holmdel, NJ
Less than 5 years experience
Business Services
Salary depends on experience
Posted on 11/03/17

Responsibilities

  • Direct line manager for our Customer Success Specialists
  • Relies on extensive experience and judgment to plan and accomplish goals
  • Maintains and improves operations by monitoring performance; identifying and resolving problems; preparing and completing action plans
  • Oversees customer data migration projects - guides team project management processes, tracks progress, and reports project status to senior management
  • Ensures case management procedures are followed by all team members
  • Tracks performance and KPIs, and provides routine updates to upper management
  • Escalation point for both internal and customer issues to ensure prompt communication of status and setting appropriate expectations of actions and timelines
  • Performs regular 1 on 1s, quarterly check-ins, and annual reviews for staff, focused on mentoring, professional development, and ensuring team performance to expected levels
  • Provide mentoring, cross training, and quality assurance to ensure that we are providing customers with best-in-class onboarding and training

Qualifications

  • Strong background in customer service and training
  • Previous experience training for software highly preferred
  • 3+ years of experience in a management role
  • Proactive management style, able to motivate, hold accountable, and think strategically
  • Solid experience in managing, mentoring, and structuring customer-facing teams
  • Track record for handling escalated issues appropriately
  • Strong communication skills within team, between teams, and with management
  • Project management experience
  • Advanced Excel / Data Analysis skills preferred
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