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Customer Success Manager
Scottsdale, AZ, US
Job Description / Skills Required

The Customer Success Manager’s primary responsibilities include:


- Ensure high level of customer support quality and quantity being provided by all members of your team
- Ensure individuals on your team hit all metric expectations and sales goals
- Keep the energy and morale of your team high
- Participate in recruiting, interviewing and hiring of new team members
- Respond to escalations
- Be a strong customer advocate by providing feedback to Product and Development via VOC team
- Assist with special projects to improve the overall effectiveness of the Customer Success Team as needed
- Actively model and contribute to the culture of the office


Day to day activities

Monitor phone and chat queues in real-time and keep team focused on meeting SLAs
Review data/reports for individuals and your team daily
Monitor agents calls or chats in real time and provide appropriate coaching and feedback
Create and roll out contests
Conduct 1:1 meetings with agents on your team (once every other week)
Conduct Team Meetings
Prepare and conduct 6 month and Annual Reviews with your agents
Schedule and Attendance Adherence
Complete accurate and timely Payroll
Keep accurate and organized coaching documentation

Results:

Core Agent Metrics
Sales
Contacts
CSAT
Floor-wide SLAs
Chat: Email Response Time, Chat Handle Rate
Phone: Phone Handle Rate
Keep energy and morale high
High Productivity
Low Employee Turnover
Develop Employees
High Performers
Internal Promotions