Talent.com
عرض العمل هذا غير متوفر في بلدك.
Customer Success Manager

Customer Success Manager

Staff4MeEG
منذ أكثر من 30 يومًا
نوع الوظيفة
  • Quick Apply
الوصف الوظيفي

Responsibilities :

  • Supervise the performance of the engineering team, offering constructive feedback to ensure adherence to established processes and procedures.
  • Manage ticket assignment processes, ensuring equitable distribution of workload among agents.
  • Monitor real-time dashboard data, escalating priority tickets and VIP escalations as necessary for timely resolution.
  • Cultivate strong relationships with engineering and brand teams to enhance communication and client resolution times.
  • Review brand standards and create reference materials for agents to ensure compliance.
  • Identify procedural gaps and update process documents to enhance team efficiency.
  • Allocate resources effectively to address severity tasks and escalations promptly.
  • Ensure adequate coverage during critical hours and facilitate additional training and certifications for agents.
  • Provide guidance and support to agents by shadowing on tech dispatches and identifying process improvements.
  • Track and resolve login issues and manage leave approvals based on business needs.
  • Attend daily meetings with the engineering team and provide weekly utilization reports.
  • Conduct weekly engineering meetings and maintain a training tracker for new agents.
  • Requirements :

Requirements

  • Bachelor's degree in a relevant field.
  • Minimum of 3 years of experience in a customer success or similar role.
  • Strong leadership and communication skills.
  • Proficiency in data analysis and dashboard monitoring.
  • Ability to foster collaboration and maintain positive working relationships with cross-functional teams.
  • Detail-oriented with the ability to identify procedural gaps and implement improvements.
  • Prior experience in resource management and scheduling preferred.
  • Familiarity with ticketing systems and customer support tools.
  • Ability to adapt to a fast-paced environment and prioritize tasks effectively.
  • إنشاء تنبيه وظيفي لهذا البحث

    Customer • EG