Customer Success Manager

Responsibilities:

• Supervise the performance of the engineering team, offering constructive feedback to ensure adherence to established processes and procedures.
• Manage ticket assignment processes, ensuring equitable distribution of workload among agents.
• Monitor real-time dashboard data, escalating priority tickets and VIP escalations as necessary for timely resolution.
• Cultivate strong relationships with engineering and brand teams to enhance communication and client resolution times.
• Review brand standards and create reference materials for agents to ensure compliance.
• Identify procedural gaps and update process documents to enhance team efficiency.
• Allocate resources effectively to address severity tasks and escalations promptly.
• Ensure adequate coverage during critical hours and facilitate additional training and certifications for agents.
• Provide guidance and support to agents by shadowing on tech dispatches and identifying process improvements.
• Track and resolve login issues and manage leave approvals based on business needs.
• Attend daily meetings with the engineering team and provide weekly utilization reports.
• Conduct weekly engineering meetings and maintain a training tracker for new agents.

Requirements:

Requirements

• Bachelor's degree in a relevant field.
• Minimum of 3 years of experience in a customer success or similar role.
• Strong leadership and communication skills.
• Proficiency in data analysis and dashboard monitoring.
• Ability to foster collaboration and maintain positive working relationships with cross-functional teams.
• Detail-oriented with the ability to identify procedural gaps and implement improvements.
• Prior experience in resource management and scheduling preferred.
• Familiarity with ticketing systems and customer support tools.
• Ability to adapt to a fast-paced environment and prioritize tasks effectively.

Originally posted on Himalayas