What are the responsibilities and job description for the Customer Success Supervisor position at WanHub?
Job Summary:
We are seeking a Customer Success Supervisor to lead our customer success team in ensuring high levels of customer satisfaction and retention. The Customer Success Supervisor will oversee a team of customer success specialists, set goals, provide training, and implement strategies to enhance the overall customer experience.
Full-time position, may require long hours, weekend, and holiday work depending on operational/production needs. This position is onsite at our St. Charles, MO warehouse.
Responsibilities:
1. Manage and mentor a team of customer success specialists, providing guidance and support to ensure team success.
2. Monitor team performance metrics, such as customer satisfaction scores, retention rates, and response times, and develop action plans for improvement.
3. Collaborate with cross-functional teams to address customer needs and issues effectively.
4. Develop and implement training programs to enhance the team's skills in customer relationship management and product knowledge.
5. Handle escalated customer inquiries and issues, resolving them in a professional and timely manner.
6. Analyze customer feedback and data to identify trends and areas for improvement in the customer experience.
7. Assist in developing customer success strategies and initiatives to drive customer satisfaction and loyalty.
8. Stay up-to-date on industry trends and best practices in customer success to continuously improve team performance.
Qualifications:
1. Bachelor's degree in Business Administration, Marketing, or related field.
2. Proven experience in a customer success or customer service role, with at least 2 years in a supervisory or managerial position.
3. Strong leadership and interpersonal skills to effectively manage a team and collaborate with internal stakeholders.
4. Excellent communication skills, both written and verbal, with the ability to interact with customers and team members at all levels.
5. In-depth understanding of customer relationship management principles and practices.
6. Analytical mindset with the ability to interpret data and make data-driven decisions.
7. Proficiency in CRM software and Microsoft Office suite.
8. Customer-oriented approach with a focus on delivering exceptional service and building long-term customer relationships.
Salary Range: $52,000-$55,000.
Schedule: 8:00am-5:00pm, Mon-Fri.
Salary : $52,000 - $55,000
