Customer Success Operations Manager
CurrentWorks closely with partner organizations, end users and their families following referral and servicesetup to get the most out of our products, while building lasting mutually beneficial relationships.Grow referral rate and reduce churn through providing exceptional customer experiences, ongoingprocess improvement, and training and development of remote customer service and field staff.-Developed procedure to help partners maintain accurate records of mutual clients greatly reducingbilling errors-Authored training manual and wiki guide for quick reference for common customer questions.- Represent a consistent "customer centric" approach to business activities and relationships whiledeveloping and demonstrating outstanding planning, organizational and leadership skills-Participate in cross functional team to establish enhancements to communications, tools andproducts that would further improve client satisfaction and tenure-Analyze and summarize client feedback to share insights internally-Strong cross-functional communication skills and the ability to collaborate effectively with variousgroups-Identifies risks to renewals and collaborate with internal teams to address client concerns-Partners with the sales team in their ongoing business development efforts
