Job purpose:
Steer customer satisfaction, retention, and growth. The role holder will develop and implement strategies and processes enabling positive and seamless interactions for all customers across all touchpoints.
Key Responsibilities:
Lead and manage the customer success team, setting clear goals and expectations and providing coaching and development opportunities to team members.
Develop and implement customer experience strategies and processes to improve customer satisfaction, retention, and growth.
Establish, measure, and track key customer metrics and reporting processes to evaluate the impact of customer success initiatives on business performance.
Design and implement customer feedback programs and leverage customer insights to inform business decisions and areas of improvement.
Develop and implement customer onboarding and adoption programs to drive product usage and customer satisfaction.
Work closely with cross functional teams to ensure that customer feedback is incorporated into product and service offerings.
Stay up to date with industry trends and best practices in customer success and implement new ideas and approaches to improve customer satisfaction and retention.
Key Competencies:
Leadership
Strategic thinking
Customer focus/Customer centric mindset
Strong communication and interpersonal skills
Analytical and problem-solving
Minimum Qualifications:
Bachelor’s degree in business administration or a related field
At least 8 years of experience in customer success, account management with 5 years of experience managing and leading teams, preferably in a customer-facing role.
Demonstrable success in developing and implementing customer success strategies and processes.
Knowledge of customer success tools and technologies, such as CRM systems, customer feedback platforms, and customer success analytics tools.
Knowledge of customer success best practices and trends
Apply via :
watu.applytojob.com
