Customer Success Manager
May 9
Description
• 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
• 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
Benefits
• N/A
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