Manager, Customer Support and Retention

November 27

Apply Now

Receive Emails with Similar Jobs

Moz

WebsiteLinkedInAll Job Openings

SEO • search engine optimization • tools • web application development • user experience

51 - 200

💰 $10.1G Series C on 2016-01

Description

• Manage a team of Customer Support Specialists to assist Moz self-serve customers across multiple products • Handle customer feedback, inputs, and questions, providing solutions and tips to achieve SEO goals • Identify churn risks with customers, proactively offering solutions to reduce churn and increase retention • Coach, lead, and manage a customer support team, ensuring efficient processes and a priority on customer experience • Collaborate with leadership to define strategic direction and report on KPIs • Summarize customer feedback for product team to inform the product roadmap

Requirements

• 5+ years of experience leading and managing a customer service/customer success team focused on customer retention, ideally in B2B Technology/ SaaS environment • Comfortable in defining and implementing customer retention strategies, creating and evolving processes/playbooks that improve key business metrics • Expert in offering customer service through email and live chat channels. Bonus points for experience with tools like Zendesk, Salesforce, Intercom etc. • Creative problem solving with an analytical mind and a strong bias to action • Demonstrates strong inter-personal skills, including patience, persistence, and flexibility while leading a team of diverse individuals • Ability to prioritize, multi-task and work competing tasks simultaneously • Excellent written and verbal communication skills • Intermediate understanding of SEO/SEM , content marketing or social marketing is preferred • A high level understanding and curiosity about technology, you don’t write code, but you need to work closely with those who do