Customer Success Supervisor (Bilingual)

net2phone Canada•Ottawa, ON

4d•CA$55,000 - CA$57,000

About The Position

While owning the ultimate success of their customers, our Customer Success Managers (CSM's) strive to provide an exceptional client experience with every interaction. As a Customer Success Supervisor you will lead by example and work closely with our client services team to ensure that customer feedback is being incorporated into business, product, and development decisions. At the end of the day, you are ensuring greater overall product adoption and helping our customers with greater business value and satisfaction.

Requirements

Bilingual (English/French)

Responsibilities

Act as a leader within the Client Services Team.
Regularly lead structured 1-on-1 meetings with Customer Success Associates (CSAs) and Customer Success Managers (CSMs) to provide coaching, and support professional development.
Oversee a fair case assignment system based on capacity, expertise, and SLA deadlines.
Audit team cases and upsell/renewal opportunities to provide real-time coaching.
Own the end-to-end process for handling "port out" requests, ensuring accurate documentation and seamless communication with internal teams.
Maintain and expand deep product knowledge across net2phone Canada lines.
Maintain a basic understanding of VoIP networking and know how to leverage internal technical specialists.
Facilitate internal training sessions and team meetings to empower the CS team, contribute to internal/external knowledge bases, and lead live public-facing product webinars every 3-4 months.
Assist in training and coaching members of the Customer Success team to ensure they’re achieving individual success and are improving their skill set in order to define their career path and growth opportunities.
Assist in audits and reviews renewals, upsell opportunities and other areas of processes to ensure work is being completed properly, and with productivity.
In addition, be able to use this information to provide timely feedback to each CSM.
Assist in monitoring incoming case and task queues in Salesforce, and assigning appropriate workload to each team member.
Continuously monitoring the Customer Success industry for best practices and identifying areas for improvement with regards to processes and inefficiencies.
Drive product adoption and knowledge amongst team members.
Field questions from the Customer Success team and help direct them to the appropriate resources to solve their problems.
Assist in recruiting for Customer Success team members as well as performance management when required.
Assist with updating process documentation and resources.