Customer Success Manager

3 days ago

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Dealer Spike LLC

WebsiteLinkedInAll Job Openings

201 - 500

💰 Venture Round on 2011-01

Description

• Provide daily direction and communication to leadership team and employees • Oversee daily operations, including scheduling, performance, and escalations • Appropriately distribute workload and oversee larger team member projects • Evaluate and improve the efficiency of processes to maximize speed and quality • Develop and deploy strategies to maintain a high level of retention • Create and maintain talking points focused on bringing value to each dealer interaction • Manage training plan for onboarding new hires and ongoing professional development • Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action • Step in as final escalation point in order to resolve client issues and escalations • Manage the preparation and maintenance of weekly reporting • Manage staffing needs to ensure appropriate coverage • Ensure employees are meeting KPIs and the department is achieving quarterly goals

Requirements

• 5 years in a customer service & client handling position • 2+ years managing a successful Customer Success or Account Management team • Strong interpersonal skills • Familiarity with Customer Success industry standards and practices • Proven customer service & client handling expertise • Excellent written and verbal communication • Proficient with business software such as CRMs, ticketing systems, and MS Office applications • Results-oriented and motivated individual • Experience managing or providing support services in a SaaS environment • Knowledge of digital marketing and website analytics • Superior organizational and time-management skills • Bachelor's degree preferred