Customer Success Manager

May 17

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SupportNinja

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Showing the world a better way to outsource.

outsourcing • customer support • customer experience • back-office support • lead generation

1001 - 5000

💰 Private Equity Round on 2021-02

Description

• Responsible for planning, implementing, directing, and administering all aspects of the human resources function for the Mid-Atlantic Region • Provide day-to-day management of the Employee Relations team

Requirements

• At least 3 years experience in a customer success or account management role • BPO experience is strongly preferred • Exceptional ability to communicate and foster positive business relationships • Previous customer service experience and/or Previous Account Management Experience/ Sales experience • Strong communication skills, both verbal and written • Strong attention to detail, critical thinking and problem-solving skills • Demonstrated experience in growing revenue in your previous role

Benefits

• Be a primary point of contact for your clients throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal. • Assist new customers in effectively onboarding and providing training to the customer on the platform and establish clear client retention goals with each customer • Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using SupportNinja solutions. • Ensure customers are supported to achieve the organization’s objectives throughout their customer journey • Consistently and at every opportunity promote the value of the SupportNinja offering to our customers. • Provide valuable insights to customers by reviewing reports, analyzing data, and helping customers understand the impacts and relevance of the data to the organization’s goals • Develop and nurture strong partnerships with customers • A large focus of this role will be to retain and grow this book of business. • Conduct trainings and outreach activities to engage and educate customers • Assist and resolve escalated chat support tickets and emails and always seek to improve our customer’s experience with SupportNinja • Conduct annual reviews and manage account renewals • Exceeds performance targets for related KPI’s • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborates with other departments as needed to resolve customer issues • Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times • Utilized CRM to keep track of key account data, opportunities, logging calls and relevant notes • Performs other duties as assigned