Manager Of Customer Success

The Manager, Customer Success, is responsible for overseeing a team of Customer Success Associates and ensuring customer satisfaction across the organization. They lead by example, building strong relationships with the team, offer guidance, support, and training to drive productivity. They are responsible for tracking team performance metrics and providing coaching and development to team members as needed.

Key Responsibilities

• Support the frontline as needed to ensure team and individual metrics are met.
• Sustain business growth and profitability by maximizing value.
• Collaborating with cross-functional teams, including sales, marketing, and product development, to provide customer feedback and improve customer experience.
• Develop and nurture strong working relationships to drive team engagement and productivity.
• Ensuring team is tracking all customer interactions and ensuring timely and accurate responses to customer inquiries or issues.
• Assisting in the creation, implementation and revising of key performance indicators (KPI’s) and metrics.
• Act as the main point of contact for escalations and work with internal teams to address and resolve customer issues.
• Training, re-training and coaching team members on best practices for the Customer Success Associate.
• Creating standard operating procedures (SOP’s) for the Customer Success team.
• Proactively anticipating customer needs by identifying trends, making recommendations for improvements, or offering additional products or services that align with customer interests.

Qualifications

• Excellent communication and interpersonal skills with the ability to build strong relationships with internal teams as well as customers.
• Excellent organizational and time management skills with the ability to prioritize tasks and manage multiple projects simultaneously.
• Strong knowledge of CRM software (Salesforce, HubSpot etc.). Implementation experience is a plus.
• B2B and B2C experience highly preferred.
• Experience in supporting implementation of new products and services.
• Analytical skills to track performance and metrics and provide data driven insights to improve customer experience and business outcomes.
• Ability to work in a fast-paced environment and quickly pivot as needed without compromising quality.
• Technically adept. (Microsoft Office, iOS, Android)
• Five years or more of experience in a customer-facing role, preferably in customer success, account management, or customer support. In addition, at least three years of direct people management. A Bachelors degree in a related field may be considered in lieu of experience.
• Strong problem-solving skills with the ability to handle high tension situations with a solution focused approach.
• SaaS model knowledge with proven ability to set and meet goals.

NNOXX, Inc. is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on the basis of race, color, religion, citizenship, marital status, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, veteran status, family care status, sex (which includes sexual harassment, gender harassment and harassment based on, pregnancy, childbirth, or related medical conditions) or any other basis protected by federal, state, or local law.