Reports To:
Manager – Customer Success
Job Overview:
We are looking for an Assistant Manager for our Customer Success department. The ideal candidate should be tech savvy and possess strong customer empathy. He will be assisting the manager in managing CS team and will take care of a broad range of tasks to drive customer retention and growth. He will be developing strategies to help internal teams in aligning the right expectations of customers.
Responsibilities and Duties:
- Help manager in managing CS team and improving SOPs
- Prepare weekly performance report of Customer Success Engineers (CSEs)
- Contribute to team’s OKRs and ensure they are achieved
- Maintain communication (via calls, emails, chats, etc.) with assigned customers
- Proactively identify overall customers’ health, downgrades and up-sell opportunities
- Share customers’ feedback with internal teams for product improvements
- Handle and resolve escalated requests and complaints
- Inspire and coach CSEs to improve their performance and growth
- Identify training & development needs of CSEs
- Understand and keep track of business KPIs
Qualifications:
- Bachelors in any discipline (preferred Computer Science background)
- At least 7-8 years of experience managing small teams
- Previous experience in the web hosting or tech company would be a PLUS.
- Effective written and verbal English communication & ability to listen
- Knowledge of Customer Success Metrics (churn, MRR, ARPU, expansion, advocacy) and best practices
- Remote work experience will be a PLUS
- Strong Customer Empathy
- Strong coaching & mentoring skills
- Manage and escalate customer issues
- Proactive problem solver
- Thirst for learning
- Consultancy skills
- Ease with data
- Strong ownership & resilient to pressure
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