Manager, Customer Success
KOKO Networks
This job is no longer accepting applications
See open jobs at KOKO Networks.See open jobs similar to "Manager, Customer Success" Shortlist.What you will do:
- Develop and implement the overall Customer Success strategy, aligning it with the company's objectives and customer-centric values. Lead and inspire the Customer Success team to deliver exceptional customer experiences and meet performance targets.
- Collaborate with Customer Success Team Leaders to set clear performance goals and targets for Customer Success Representatives. Provide regular coaching, feedback, and mentorship to direct reports, fostering their professional growth and development.
- Customer Success Process Optimization:
- Continuously evaluate and optimize customer success processes, ensuring efficiency and effectiveness in customer interactions.
- Implement best practices and standard operating procedures to enhance the customer onboarding, engagement, and follow-up processes.
- Customer Engagement and Relationship Management:
- Oversee the customer engagement strategy, ensuring a proactive and customer-focused approach in driving habit formation and ongoing product usage.
- Establish strong relationships with key customers and strategic partners to strengthen KOKO's position in the market.
- Data Analysis and Insights:
- Utilize customer data and feedback to analyze trends, identify areas for improvement, and develop data-driven strategies to enhance customer satisfaction and retention.
- Regularly report on key performance metrics and provide insights to the leadership team.
- Collaborative Cross-Functional Leadership:
- Work closely with the other departments and the Head of Commercial to align customer success initiatives with overall business objectives.
- Collaborate with other department heads to foster a culture of customer-centricity throughout the organization.
- Customer Success Team Development:
- Oversee the recruitment, training, and development of Customer Success Representatives. Foster a positive and supportive work environment that promotes teamwork, collaboration, and a strong customer-first mindset
What you will bring to KOKO
- University degree
- Previous customer service experience
- Passion for customer service
- High degree of self-motivation
- Results orientation and comfort in a performance-driven work environment
- Strong written and oral communication skills
- Data analysis skills
This job is no longer accepting applications
See open jobs at KOKO Networks.See open jobs similar to "Manager, Customer Success" Shortlist.