Posted Apr 01, 2023 1293 views
We are looking for a skilled Manager of Inbound Customer Success to join our team and oversee our Inbound Customer Success team. As the Manager, you will be responsible for partnering with the Customer Success leadership to ensure the healthy growth of both our customer base and the Customer Success department. Your primary role will be to build and lead a team of Customer Success Specialists who are responsible for delivering white-glove service and value to our global customer base through email, chat, phone, and video calls. You will need to coach and train your team to meet their performance metrics while ensuring high levels of customer satisfaction.
Key Responsibilities:
- Build and manage a high-performing Inbound Customer Success team by hiring, coaching, and mentoring Customer Success Specialists
- Ensure customer health and satisfaction scores by holding team members accountable to key performance indicators
- Work in partnership with the team to refine goals and measurements of success to ensure customers receive maximum value from our product
- Develop and lead team training sessions to enhance performance and support the growth of your team
- Conduct regular one-on-one meetings with team members to drive individual growth and development
- Assist the team in consulting with both new and existing Limble CMMS customers to provide ad-hoc training, education, troubleshooting, and problem resolution
- Stay up to date on Limble CMMS product features and identify use cases to drive both team and customers to best practice standards
- Manage escalated and at-risk customers, working with the team to develop strategies to improve customer satisfaction
- Collaborate closely across departments and build strong relationships with leaders to support retention and expansion efforts
Qualifications:
- Minimum of 4 years recent experience in a SaaS B2B Customer Success role
- Minimum of 2 years of experience leading, coaching, and managing the professional development of team members
- Ability to work collaboratively across departments and with other key personnel in Customer Success
- Strong conflict resolution skills; resourcefulness, creativity, and strategic thinking for troubleshooting problems
- Passion for ensuring a positive customer and employee experience
- Ability to work in a dynamic environment where requirements are not always well-defined and priorities frequently change
In summary, the ideal candidate should have experience in SaaS B2B customer success, leadership and team management skills, ability to work collaboratively, and strong problem-solving and conflict resolution skills. They should also be passionate about delivering an excellent customer experience and working in a dynamic environment.
Job Details
Vortex BPO Solutions
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