Primary role is to be an exceptional coach for your team by providing agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. Maintain high standards for your team and aren’t afraid to say, “This needs improvement, and here’s why.” Ensure that the customer experience remains the focal point of every discussion, set SMART goals, and deliver feedback that aligns with our standards.
The Manager, Customer Success is responsible for driving customer retention and growth within an assigned portfolio. You will lead a team of Customer Success Managers to ensure exceptional customer experiences, reduce churn, and identify expansion opportunities. Your focus will be on executing customer success strategies while developing your team to deliver consistent results that contribute to the overall success and growth of the company.