Associate Manager, Customer Success

2K Vegas • Las Vegas, NV

3d

About The Position

The Associate Manager of Customer Success is responsible for overseeing the daily operations of the customer success team, ensuring that performance targets are met and workflows are optimized. This role involves guiding associate supervisors, tier 1, and tier 2 staff, while also supporting the execution of strategies from senior leadership. The Associate Manager will play a key role in developing policies, processes, and training materials to enhance team efficiency, customer satisfaction, and overall service quality.

Requirements

• Bachelor’s degree or equivalent experience.
• 7+ years of experience in similar role. Confirmed experience in handling benchmarks and supplying to drive team performance.
• Strong understanding of customer service principles, including customer satisfaction, retention strategies, and issue resolution.
• Strong communication skills to optimally explain technical concepts to both technical and non-technical audiences. Capable of engaging and collaborating with collaborators to build alignment and support for team objectives.
• Data-driven demeanor with expertise in analyzing metrics such as ticket deflection, article views, and agent productivity.
• Excellent interpersonal and time management skills, with the ability to handle multiple priorities in a fast-paced environment.
• Proficiency in creating and carrying out content guidelines, style guides, and procedures.
• Strong problem-solving skills and the ability to adapt to changing priorities and business needs.
• Shown experience with localization processes and global content management.
• Ability to develop and present detailed reports to leadership, highlighting key insights and recommendations for improvement.
• Confirmed leadership by mentoring junior team members, leading knowledge administration efforts, and fostering a culture of continuous improvement within the team.
• Sophisticated knowledge of tools such as Zendesk, helpdesk software, and issue/bug tracking tools.
• Proven proficiency in MS Office Suite) and Google Workspace.
• Familiarity with troubleshooting common customer issues related to gaming platforms, including PCs, Sony PlayStation, and Microsoft Xbox consoles.
• Expertise in CRM systems and their role in customer success.

Responsibilities

• Performance Management
• Supervise individual and team KPIs, including response times, resolution rates, customer satisfaction scores, and other metrics.
• Analyze performance data to identify trends and areas for improvement.
• Drive accountability by setting clear expectations and providing regular feedback to team members.
• Team Leadership
• Provide coaching, mentorship, and career development for supervisors and staff.
• Conduct regular one-on-one meetings to discuss performance, goals, and development opportunities.
• Develop a positive and collaborative team environment that aligns with what we value.
• Operational Oversight
• Develop and implement policies, workflows, and guidelines for the customer success team.
• Ensure adherence to company policies, procedures, and service standards.
• Handle sophisticated customer issues, providing timely and effective resolutions.
• Collaboration and Strategy Execution
• Work closely with senior leadership to complete strategies that improve efficiency, customer satisfaction, and employee engagement.
• Assist in creating and maintaining knowledge bases, training materials, and customer-facing documentation.
• Collaborate with other departments, such as product development and marketing, to address customer feedback and improve the overall customer experience.
• Compliance and Accountability
• Ensure team compliance with data privacy and security standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees