Customer Success Manager

Key Responsibilities:

1. Team Management:

• Oversee the day-to-day operations of the customer service team, ensuring that all activities are aligned with the organization’s objectives.
• Ensure adherence to established SLAs, including response times, call resolution rates, and customer service quality.
• Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and areas for improvement.
• Identify and implement best practices and processes to improve the efficiency and effectiveness of the Customer Service team.

1. Customer Relationship Management:

• Build and maintain strong, long-term relationships with key clients, ensuring their success and satisfaction with our products and services.
• Act as a point of escalation for complex customer issues, working towards timely resolution and customer retention.
• Excellent communication, presentation, and interpersonal skills, with the ability to build relationships and influence stakeholders' negotiation.

1. Strategic Planning:

• Oversee and manage pilot programs, including planning, execution, and monitoring of progress.
• Collaborate with clients to define pilot goal...