Manager of Customer Success

Summary

Join our team as the Manager of Customer Success and harmonize relationship cultivation with a dedication to team growth, upselling products and services to enhance website performance, and adept problem-solving to guarantee an outstanding customer experience.

Requirements

• Bachelor’s degree in computer science, marketing, project management, business administration, or a related field
• Over 5 years of managerial experience, demonstrating effective team leadership
• Outstanding communication abilities, capable of clearly explaining technical matters to various audiences
• Proven track record of achieving or surpassing metrics, upselling, quotas, and KPIs, with favorable customer feedback
• Exceptional customer service skills, coupled with technical proficiency and the capacity to handle time-sensitive tasks in a fast-paced setting
• Proficient in Microsoft Office and other essential business software applications
• Skilled in using BI tools to make data driven decisions

Responsibilities

• Ensure effective communication, understanding, and implementation of strategy and customer KPIs across cross-functional teams
• Conduct regular analysis of customer and employee performance and operational efficiency through various BI and CRM tools
• Complete annual performance reviews and quarterly goals for team members
• Hold team accountable to departmental performance metrics and OKRs to foster continuous improvements
• Conduct monthly team business reviews to address customer concerns and issues, providing solutions
• Prioritize and enhance resolution of escalated customer issues; act as the escalation point for complex cases
• Ensure employee performance aligns with company standards, conducting performance evaluations, and adhering to the progressive discipline process as per company policy
• Conduct one-on-one meetings with CSMs to ensure daily tasks are accomplished and provide stakeholders with updates
• Supervise daily team operations, including ensuring customer follow ups, reviewing of training codes, reviewing aging cases, responding and monitoring communication in slack rooms and email distributions
• Verify that all team members have completed their training requirements
• Keep the team updated weekly on all new information pertaining to products, procedures, customer needs, and company-related issues
• Manage the interviewing and onboarding processes for new employees within the department
• Utilize the Planner Board to track project statuses and provide updates to stakeholders

Preferred Qualifications

• Previous management of Enterprise level accounts
• Working knowledge of HTML, CSS, and Bootstrap
• Expertise in the automotive digital marketing industry

Benefits

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO + Sick Leave
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account