Senior Customer Success Manager

About the job

Our client is looking for a proactive and results-oriented Senior Customer Success Manager to lead their customer service and helpdesk operations. This role is pivotal in ensuring our clients' customers receive exceptional support, fostering strong relationships, and driving customer satisfaction and retention. You will be responsible for managing a team of support professionals, optimizing service delivery processes, and acting as a key escalation point for complex customer issues. Key Responsibilities: • Develop and implement strategies to enhance customer satisfaction, loyalty, and retention. • Manage a team of customer support representatives and helpdesk agents, providing guidance, training, and performance feedback. • Oversee the daily operations of the customer service department, ensuring efficient and timely resolution of customer inquiries and issues. • Serve as an escalation point for complex customer problems, working collaboratively to find effective solutions. • Monitor key customer service metrics (e.g., response time, resolution time, customer satisfaction scores) and identify areas for improvement. • Develop and refine support processes, workflows, and knowledge base articles to improve efficiency and effectiveness. • Gather customer feedback and insights to inform product development and service enhancements. • Build and maintain strong relationships with key clients, understanding their needs and ensuring their success. • Collaborate with sales and product teams to ensure a seamless customer experience from onboarding to ongoing support. • Stay informed about industry best practices in customer service and helpdesk management. Prepare regular reports on customer service performance for senior management. Qualifications: • Bachelor's degree in Business Administration, Communications, or a related field. • Minimum of 5 years of experience in customer service, account management, or a related role, with at least 2 years in a leadership capacity. • Proven experience in managing customer support teams and helpdesk operations. • Deep understanding of customer success principles and best practices. • Excellent problem-solving, communication, and interpersonal skills. • Proficiency in CRM software and helpdesk ticketing systems. • Ability to de-escalate challenging customer situations effectively. • Strong analytical skills with the ability to interpret customer feedback and performance data. • Experience in developing and implementing customer service strategies. • A passion for delivering outstanding customer experiences.

Requirements

• Customer Service
• Leadership
• Problem-Solving
• CRM Software
• Helpdesk Management

Qualifications

• Bachelor's degree
• 5 years of experience in customer service
• 2 years in a leadership capacity

Preferred Technologies

• Customer Service
• Leadership
• Problem-Solving
• CRM Software
• Helpdesk Management