Customer Success Manager

‍Major Task

• Recruit, mentor and develop customer service staff and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities
• Create and implement customer service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Liaise with other departments to ensure smooth workflow and customer satisfaction
• Respond to customer inquiries and complaints in a timely and effective manner
• Set targets for customer service staff and monitor their performance
• Continuously improve the customer service experience and facilitate organic growth

Requirements

• Proven working experience as a customer success manager
• Bachelor’s degree in Business Administration or a related field
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

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