OPERATIONS & CUSTOMER SUCCESS MANAGER
Salary undisclosed
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Key Responsibilities
- Manage key accounts, client onboarding (pre-sales), and customer success (post-sales), ensuring service quality aligns with SLAs.
- Monitor and improve customer experience and transit times through regular reviews and process enhancements.
- Lead and mentor the client success team, providing day-to-day support for customer queries.
- Act as the senior point of contact for escalated service and operational issues.
- Manage customer service improvement plans to boost satisfaction and ensure timely reporting on SLAs and service performance.
- Maintain accurate customer information in relevant databases.
- Assist with service management contract negotiations and pre-sales presentations, as needed.
- Conduct regular executive service reviews with senior management.
- Collaborate with the Account Management team to identify service management revenue opportunities.
- Oversee the post-sales customer service team, both locally and remotely.
- Implement improvement plans to mitigate financial impacts of SLA failures or major disruptions.
- Bachelor's degree in Operations, Business, Information Science, or related field.
- 6+ years in customer service or customer success, with at least 3 years in a management role.
- Proven ability to execute strategic plans and drive team improvements.
- Experience managing cross-functional teams, collaborating with sales, product, and technical support.
- Strong analytical, problem-solving, and data analysis skills for strategic decision-making.
- Customer-focused with excellent interpersonal and relationship management skills.
- Proactive with the ability to efficiently manage and resolve escalations.
- Ability to translate ambiguity into actionable plans and maintain optimism in challenging situations.
- Strong understanding of technology, products, and services, with the ability to communicate technical details to non-technical clients.
- Experience in process improvements, leveraging technology, and automating for service efficiency.
- Excellent communications skills, with the ability to address diverse audiences and resolve conflicts effectively.
Key Responsibilities
- Manage key accounts, client onboarding (pre-sales), and customer success (post-sales), ensuring service quality aligns with SLAs.
- Monitor and improve customer experience and transit times through regular reviews and process enhancements.
- Lead and mentor the client success team, providing day-to-day support for customer queries.
- Act as the senior point of contact for escalated service and operational issues.
- Manage customer service improvement plans to boost satisfaction and ensure timely reporting on SLAs and service performance.
- Maintain accurate customer information in relevant databases.
- Assist with service management contract negotiations and pre-sales presentations, as needed.
- Conduct regular executive service reviews with senior management.
- Collaborate with the Account Management team to identify service management revenue opportunities.
- Oversee the post-sales customer service team, both locally and remotely.
- Implement improvement plans to mitigate financial impacts of SLA failures or major disruptions.
- Bachelor's degree in Operations, Business, Information Science, or related field.
- 6+ years in customer service or customer success, with at least 3 years in a management role.
- Proven ability to execute strategic plans and drive team improvements.
- Experience managing cross-functional teams, collaborating with sales, product, and technical support.
- Strong analytical, problem-solving, and data analysis skills for strategic decision-making.
- Customer-focused with excellent interpersonal and relationship management skills.
- Proactive with the ability to efficiently manage and resolve escalations.
- Ability to translate ambiguity into actionable plans and maintain optimism in challenging situations.
- Strong understanding of technology, products, and services, with the ability to communicate technical details to non-technical clients.
- Experience in process improvements, leveraging technology, and automating for service efficiency.
- Excellent communications skills, with the ability to address diverse audiences and resolve conflicts effectively.