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Customer Success Manager
2 months ago
We are seeking an experienced Customer Success Manager to lead our internal teams and foster a collaborative and high-performance environment to ensure the delivery of top-tier customer support and success.
Key Responsibilities- Lead, manage, and coach a team of customer support engineers and managed service technicians.
- Foster a collaborative and high-performance environment through effective mentorship, coaching, and guidance.
- Ensure the team delivers support and onboarding activities within agreed timescales by overseeing resource allocation.
- Prepare comprehensive reports to provide business intelligence on department status, identifying areas for improvement and key focus points for the team and the Head of Customer Experience.
- Monitor key performance indicators (KPIs) such as service level agreements (SLAs), the number of onboarded trading partners, and customer satisfaction, taking corrective actions as necessary.
- Resolve escalated customer issues, complaints, and concerns, coordinating with management, team members, and stakeholders as necessary.
- Lead resolution efforts for major incidents, ensuring they are addressed quickly and effectively.
- Develop and maintain positive relationships with key customers to ensure their satisfaction with the services received.
- Identify potential risks for key customers and implement mitigating actions to prevent issues.
- Proven experience in a Management role with customer success, customer support, or service desk within a software or service-oriented industry.
- Demonstrated experience and strong leadership skills in leading, managing, and coaching teams, with a track record of fostering high-performance and collaborative environments.
- Strong background in customer support with the ability to handle large and critical tasks effectively.
- Proficient in leading critical tasks and managing support/onboarding backlogs efficiently.
- Strong analytical skills to collect, interpret, and utilise data for informed decision-making and performance improvement.
- Experience in collecting and analysing data to monitor performance metrics and drive continuous improvement.
- Proven ability to develop and maintain positive relationships with key customers, ensuring high levels of satisfaction and identifying upsell opportunities.
- History of working effectively with cross-departmental teams to achieve cohesive operations.
- Deep commitment to customer satisfaction, with the ability to develop and maintain positive customer relationships.
