Manager, Customer Success
Salary depends on experience
Posted on 11/03/17
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