Job Purpose

To build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI. In order to be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. As managers, they play a major role in hiring, training and mentoring the customer success team. They are also in charge of implementing policies with internal teams to establish a level of quality customer service that exceeds their expectations, especially for anyone who has direct contact with customers.

Responsibilities

• Have a good understanding of the organisation’s products
• Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Provide proactive strategy with their assigned customer accounts
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• As the Live Customer Support team lead, you’ll be responsible for line management of a number of Customer Support Officers.

This will include mentoring and coaching those individuals through situations they may encounter with their customers, and developing them such that they in turn become Senior Customer Success Managers, able to work with our biggest or most complex customers.

Qualification