What are the responsibilities and job description for the Customer Success Manager position at n2y?
The Manager of Customer Success is responsible for managing the Customer Success staff while maintaining customer satisfaction by improving the customer experience, creating engaged customers and facilitating organic growth. This position will manage the Customer Success department?s daily operations, staffing availability and relationships with seasonal solutions to meet high demand during peak season. The Manager of Customer Success will provide guidance and direction to the Customer Success team to ensure quality and consistency with processes, phone calls and email correspondence. This position also manages key client relationships, applying their comprehensive understanding of n2y?s solutions in order to further adoption and satisfaction of their purchases. As n2y continues to rapidly grow, we are looking for someone who thrives in a very fast-paced environment with quickly changing priorities and processes.
Key Responsibilities:
Manages projects and initiatives related to Customer Success, including delivery of instruction, deadlines, goals, check-ins, along with promoting buy-in on such projects.
Manages Customer Success employee onboarding, training and continuing professional development.
Define and optimize lifecycle processes and touchpoints in the customer journey, including standardizing messaging/templates used with customers and developing success plans across customer segments.
Handles escalated situations in a courteous and professional manner and uses such situations as teaching moments.
Own key metrics for Customer Success.
Desired Skills and Qualifications:
Bachelor’s degree in related field preferred
5 years of customer success or sales / account management experience in a SaaS based setting
Experience leading cross-functional teams
Excellent communicator in-person, on the phone, through email and over web presentations
Strong organizational skills with keen attention to details
Deeply analytical skills: use frameworks, data and analytical tools to help structure the team’s strategy, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
Passionate about customers and a true customer advocate