Customer Success Sr. Manager - Job Description
As a Customer Success Sr. Manager you will be responsible for leading a team of Customer Success Managers (CSM) who manage clients in North America and Europe. The primary focus will be to ensure client satisfaction and serve as the client advocate within OXIO to fulfill all their operational needs.
Key Responsibilities
● Lead a a team of CSM responsible to client satisfaction and well-being
● Create and maintain a client NPS process to ensure clients are being properly served.
● Create a client performance strategy to ensure KPI’s and volume commitments are being achieved.
● Establish QBR process with all Clients
● Evaluate and implement new tools and technologies (e.g. CRM enhancements) to support the Client Operations team
● Lead prioritization of Client enhancements based on improvement impact
● Oversee and continuously improve Client Operations processes, including but not limited to BrandVNO, account subscriber growth, and operational documentation
● Continuously evaluate the Client organization performance in order to identify issues, evaluate potential risks and work with teams on solutions
● Ensure regulatory compliance: all Client Operations activities must comply with relevant regulations and policies across different countries.
● Work with our Data and Intelligence teams designing our Business Intelligence product’s pricing strategy
● Bi-Weekly update to Executive leadership on Client account health and performance
Key Qualifications
● Bachelors or Master’s degree
● Excellent verbal and written communication skills
● Exceptional attention to detail and the ability and organizational skills
● Advanced Excel / Google Spreadsheets skills
● Process-oriented individual with strong analytical and problem-solving skills
● Strong ability to effectively document, improve, follow and enforce new processes that involve many teams within the organization
