Manager, Customer Support & Retention

November 26

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Ziff Davis

WebsiteLinkedInAll Job Openings

Technology • Shopping • Gaming and Entertainment • Connectivity • Health

1001 - 5000

💰 $650M Post-IPO Debt on 2017-06

Description

• Manage a team of Customer Support Specialists for Moz's product suite • Handle customer feedback, concerns, and provide effective solutions for SEO goals • Identify and mitigate risks of customer churn to enhance retention • Set up efficient processes for customer support delivery • Collaborate with the leadership team to align on strategic goals

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