Customer Success Manager
Current- Develop a community management and customer service strategy at scale. - Optimize, oversee, and track all customer interactions including email, SMS, phone, and social media. - Build customer loyalty through high-quality interactions. - Be an advocate for the brand by seeking out, and engaging with, current and new community members.- Work with different teams within the company including sales, marketing, and operations to improve the customer experience.- Deeply understand our services to properly address customer inquiries in order to provide accurate information.- Resolve customer complaints with appropriate solutions in a timely manner and discuss all customer issues with management for improvement.- Gather positive reviews from all our community and maintain a high-level service for them.- Ensure that all of our team members effectively use the company’s systems to book appointments, check on payments, and communicate with our customers. - Continually improve communication procedures, guidelines, and policies.- Compile reports on overall customer satisfaction, current bookings, customer success agent’s productivity, KPI calls tracking, etc. - Quickly adapt to changing circumstances, priorities, and needs.
