Key Responsibilities:
Team Management:
o Lead, mentor, and manage the Customer Success team across all support channels
(phone, email, chat, social media).
o Foster a collaborative and high-performance team environment.
o Set clear objectives, performance metrics, and development plans for the team
members.
Customer Satisfaction & NPS Improvement:
o Monitor and analyze customer feedback and NPS scores.
o Develop and implement strategies to enhance customer satisfaction and improve NPS.
o Address and resolve escalated customer issues promptly and effectively.
Analytics & Reporting:
o Create detailed analytical reports on customer success metrics.
o Utilize data to identify trends, opportunities, and areas for improvement.
o Present findings and recommendations to senior management.
Vendor Coordination:
o Liaise with vendors to ensure seamless service delivery and support.
o Negotiate contracts and manage vendor relationships to meet business needs.
Stakeholder Management:
o Maintain strong relationships with internal and external stakeholders.
o Collaborate with cross-functional teams (sales, product development, marketing) to ensure
customer needs are met.
o Communicate effectively with stakeholders to provide updates, insights, and feedback.
Auditing:
o Conduct regular audits of customer success processes and practices.
o Ensure compliance with company policies and industry standards.
o Identify areas for improvement and implement corrective actions as needed.
Qualifications:
Bachelor’s degree in Business Administration, Marketing, or a related field; MBA is a plus.
Minimum of [6] years of experience in customer success, support, or a related field, with at least [3]
years in a leadership role.
Strong analytical skills with the ability to create and interpret reports.
Proven track record of improving customer satisfaction and NPS.
Excellent team management and leadership abilities.
Experience in coordinating with vendors and managing relationships.
Strong communication and interpersonal skills.
Ability to work effectively in a fast-paced, dynamic environment
