We are seeking an experienced and dynamic Customer Success Manager to lead our customer service team in delivering exceptional client experiences.

In this role, you will be responsible for mentoring and guiding a high-performing team, serving as the primary client contact to manage relationships and ensure satisfaction.

You will oversee daily call center operations, focusing on call volumes, response times, and service quality to meet key performance indicators (KPIs) and service level agreements (SLAs).

Your strategic leadership will drive initiatives to enhance customer retention, loyalty, and satisfaction.

LOCATION : Chelmsford, MA (onsite)

SALARY : $100,000 -$125,000 / annually DOE

SCHEDULE : 8 : 00AM - 5 : 00PM (Monday - Friday)

WHAT YOU'LL DO :

• Lead and mentor a customer service team, providing guidance, support, and training for continuous improvement.
• Serve as the main client contact, managing relationships, addressing needs, and ensuring satisfaction.
• Oversee call center operations, monitoring call volumes, response times, and service quality to meet KPIs and SLAs.
• Develop and implement strategies to enhance customer retention, loyalty, and satisfaction.
• Conduct performance reviews, set goals, and provide feedback to drive team engagement and achievement.

WHAT YOU'LL NEED :

• 5 years of experience in call center management, customer success, or a related field.
• Proven track record of managing and developing high-performing teams.
• Strong understanding of call center technologies, metrics, and best practices.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to analyze data, generate insights, and make informed decisions.
• Customer-focused mindset with a passion for delivering outstanding service.
• Proficiency in CRM software, call center management tools, and Microsoft Office Suite.

Desired Skills and Experience

We are seeking an experienced and dynamic Customer Success Manager to lead our customer service team in delivering exceptional client experiences.

In this role, you will be responsible for mentoring and guiding a high-performing team, serving as the primary client contact to manage relationships and ensure satisfaction.

You will oversee daily call center operations, focusing on call volumes, response times, and service quality to meet key performance indicators (KPIs) and service level agreements (SLAs).

Your strategic leadership will drive initiatives to enhance customer retention, loyalty, and satisfaction.

LOCATION : Chelmsford, MA (onsite)

SALARY : $100,000 -$125,000 / annually DOE

SCHEDULE : 8 : 00AM - 5 : 00PM (Monday - Friday)

WHAT YOU'LL DO :

• Lead and mentor a customer service team, providing guidance, support, and training for continuous improvement.
• Serve as the main client contact, managing relationships, addressing needs, and ensuring satisfaction.
• Oversee call center operations, monitoring call volumes, response times, and service quality to meet KPIs and SLAs.
• Conduct performance reviews, set goals, and provide feedback to drive team engagement and achievement.

WHAT YOU'LL NEED :

• 5 years of experience in call center management, customer success, or a related field.
• Proven track record of managing and developing high-performing teams.
• Strong understanding of call center technologies, metrics, and best practices.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to analyze data, generate insights, and make informed decisions.
• Customer-focused mindset with a passion for delivering outstanding service.
• Proficiency in CRM software, call center management tools, and Microsoft Office Suite.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.

We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.

To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

Last updated : 2024-09-06