Manager, Customer Success

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