Manager of Customer Success
About The Position
The Manager of Customer Success will be a high-energy, strategic and coaching-focused leader, responsible for the growth and development of their team. The Manager will create, develop, and support a collaborative and results driven team culture and environment that allows individuals to thrive and customers to realize the value of Interact RV. The Manager will also build strong cross-functional relationships within the broader Interact RV organization to ensure the success of customers. This role reports directly to the Senior Director of Customer Success. Here is more of what you’ll get to do:
Requirements
- 5 years in a customer service & client handling position
- 2+ years managing a successful Customer Success or Account Management team
- Strong interpersonal skills
- Familiarity with Customer Success industry standards and practices
- Proven customer service & client handling expertise
- Excellent written and verbal communication
- Proficient with business software such as CRMs, ticketing systems, and MS Office applications
- Results-oriented and motivated individual
- Experience managing or providing support services in a SaaS environment
- Knowledge of digital marketing and website analytics
- Superior organizational and time-management skills
- Bachelor's degree preferred
Responsibilities
- Provide daily direction and communication to leadership team and employees
- Oversee daily operations, including scheduling, performance, and escalations
- Appropriately distribute workload and oversee larger team member projects
- Evaluate and improve the efficiency of processes to maximize speed and quality
- Develop and deploy strategies to maintain a high level of retention
- Create and maintain talking points focused on bringing value to each dealer interaction
- Manage training plan for onboarding new hires and ongoing professional development
- Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action
- Step in as final escalation point in order to resolve client issues and escalations
- Manage the preparation and maintenance of weekly reporting
- Manage staffing needs to ensure appropriate coverage
- Ensure employees are meeting KPIs and the department is achieving quarterly goals
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
11-50 employees
