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Customer Success Manager
2 months ago
About the Role:
Marmion is seeking a strategic, operational, and customer-centric leader to join our senior management team as Head of Customer Success. This is a unique opportunity to oversee and optimize the day-to-day aspects of our customer success team, ensuring that all customers receive top-tier, value-based service and support.
Key Responsibilities:
- Oversee and optimize the day-to-day aspects of the customer success team
- Ensure all customers receive top-tier, value-based service and support
- Lead, manage, and mentor a team of customer success professionals
- Develop and implement customer success strategies to drive customer satisfaction, retention, and growth
- Manage resources effectively, including staffing levels, training, and technology tools
- Monitor performance and provide regular feedback and coaching to ensure continuous improvement
- Develop and implement efficient operational and customer success processes to maximize productivity and achieve business targets
- Analyze customer feedback and data to identify opportunities for improvement and make recommendations to the Senior Leadership Team
- Develop and implement customer retention strategies to build long-term value-based relationships
- Collaborate with sales and marketing to develop client acquisition strategies to attract and engage new prospective customers
Requirements:
- Customer Success experience within a B2C contact center environment, preferably within the home services sector
- Demonstrable experience of process improvement and performance management
- Strong analytical and problem-solving skills, with an ability to interpret data and develop actionable insights into the customer experience journey
- Highly IT literate, with strong knowledge of CRM software and customer service tools
- Sound commercial awareness
- A proactive and customer-focused approach to delivering outstanding service and inspiring customer loyalty
- Committed to continuous professional and self-development
About Marmion:
Marmion is a dynamic start-up revolutionizing home services through its 24/7 app, designed to cater to all home-related needs. Our vision is to become the go-to home service provider, where every homeowner not only loves our service but also recommends it to friends and family, establishing us as the top choice for home concierge services.
