Customer Success Manager (Remote - IA, WI, TX only)

Humach•Dallas, TX

7d•Remote

About The Position

At Humach (Humans + Machines), we’re redefining customer engagement by blending human talent with cutting-edge technology. As a leader in outsourced customer service and digital agent solutions, we’re passionate about creating exceptional experiences for our clients and their customers. We’re looking for driven individuals who thrive in dynamic environments and are excited to be part of a team that values innovation, collaboration, and continuous growth. Due to company growth, we are now hiring a Customer Success Manager to join our leadership team. This individual will plan and coordinate the successful implementation and completion of profitable, high-quality programs, while providing leadership and supervision to the team. This is a fully remote position. To be considered, applicants must reside in IA, WI, or TX.

Requirements

Bachelor’s degree from four-year college or university, or 5+ years of experience in Customer Success or Project Management
Ability to read, analyze, and interpret general business materials.
Knowledge of Microsoft Office applications including Outlook, Word, Excel, PowerPoint, and Windows 11 is required.
Ability to calculate figures and amounts such as discounts, formulas and percentages.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists and interpret a variety of instructions furnished in different forms.

Nice To Haves

Basic knowledge of telephony routing procedures and database functionality is preferred.

Responsibilities

Serve as the central point of contacts for clients.
Develop, coordinate, plan and prepare timetables for the implementation and maintenance of programs.
Monitor and track program performance and communicate information to management.
Monitor call quality to ensure the highest quality performance is achieved.
Proactively identify and solve program problems.
Motivate and assist agents in setting and achieving goals.
Evaluate programs and provide feedback to management and appropriate departments on ways to improve timeframes, system issues, productivity, and cost effectiveness of each program.
Generate and verify daily reports.
Work with sensitive customer information, including card holder data.
Assist in the training and development of employees; conduct program training.
Serve as an agent by going online to stay abreast of current program knowledge and systems.
Build rapport with clients and internal contacts; provide optimum communication and customer service.
Process client comments, requests, and issues in a professional manner and provide feedback and instructions to internal staff as needed.
Work with clients, account executives, and internal staff in establishing program performance goals.
Set-up client visit agendas.