Manager, Customer Success (Fluent English)
About This Opportunity:
The Manager, Customer Success is a leadership role responsible for overseeing and managing a Customer Success team, focusing on driving customer satisfaction, retention, and growth by building strong relationships with customers. The Manager, Customer Success contributes to the customer success strategy, ensuring effective execution, and driving continuous improvement to deliver exceptional customer experiences.
Responsibilities
Execute the Customer Success strategy aligned with the company's goals and objectives
Define clear goals, key performance indicators (KPIs), and metrics to measure customer success and team performance
Collaborate with cross-functional teams, such as Sales, Marketing, and Product
Lead and manage a team of Customer Success professionals, providing guidance, mentorship, and support
Set performance expectations, establish development plans, and conduct regular performance reviews for team members
Foster a customer-centric culture within the team, promoting collaboration, knowledge sharing, and continuous learning
Build and maintain strong relationships with key customers, acting as a strategic advisor and advocate
Collaborate with the team to develop and execute customer success plans as necessary
Ensure effective communication and coordination between customers and internal stakeholders to drive customer satisfaction
Develop and implement standardized processes, methodologies, and best practices to drive consistent and efficient customer success operations
Utilize customer success platforms and tools to track customer engagements, monitor customer health, and measure customer success metrics
Identify opportunities for process improvements and automation to enhance customer success operations and scalability
Requirements
Minimum of 3-5 years leadership experience for a team in a customer-facing role;
Experience working with B2B accounts;
Proven track record of consistently assisting customers in achieving their desired business outcomes to drive upsell and cross-sell opportunities;
Strong written and oral (live and virtual) communication skills;
Able to build relationships and rapport virtually;
Ability to handle high-pressure situations and varying work volumes;
Ability to demonstrate empathy while balancing the requirements of a business relationship between Docebo and its customers;
Ability to autonomously balance time and effort to achieve goals;
Strong problem-solving skills;
Self-driven and collaborative;
Knowledge of HR / LMS technologies is desired;
Ability to travel, with notice, up to 25%
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