Senior Customer Success Manager at KeyMe | Torre

Senior Customer Success Manager

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Full-time

Legal agreement: Employment

Compensation
USD76k - 116k/year
Non-negotiable
location_on
Remote (anywhere)
Posted almost 6 years ago

Responsibilities


• Ensure workforce management is optimized to respond to volume to best service our customers. • Hire and continuously train our team to respond to customer questions and complaints and troubleshoot problems with services or products. • Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team. • Ensure agents understand what individual impact their performance has on team objectives and company OKRs. • Identify operational issues and seek opportunities to make continuous improvement to both process and product. • Champion performance through continuous feedback to the team. • Report on volume and adjust operations and staffing plans accordingly. • Build positive and productive relationships with all stakeholders and partners around the organization. • Participate in business leadership meetings, help develop and drive strategies and programs which improve the competitive position and profitability of the organization. • Solve complex issues and proactively head off negative service trends.