Customer Success Manager

Responsibilities

• Support the Customer Success team in providing prompt and quality service, including support with building profiles for our top partners when they join the platform
• Managing live chats within the SaaS answering partner queries adhering to agreed SLAs
• Handling queries from other channels, including emails and social media
• Product knowledge: becoming an expert in the product to best support our partners in navigating or making changes on our platform
• Participation in operational projects when needed

Requirements

• You're a problem solver with a keen eye for detail and a passion for processes
• Experience in handling incoming customer queries with the right balance of speed and impact
• A clear communicator with a knack for explaining things in a simple way
• A quick learner who is adaptable to new processes and systems
• A team player, motivated by the success of the team as well as your individual performance
• A process-driven individual who looks for ways to improve existing processes

Core Competencies

Demonstrates expertise in customer support processes and effective communication to enhance partner experiences. Skilled in managing multiple channels of customer queries while maintaining a focus on quality service and operational efficiency.