Customer Success Manager

Customer Success Management:
- Evaluates and analyzes customer needs, checking on how the company’s promise is meeting customer needs and whether there are areas for possible improvement.
- Manage in multiple phases of the customer lifestyle to have a bird’s eye perspective. See which problems affect multiple clients and forecast what those trends mean for future churn.
- Create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services ensure that the customer gets the best service to enhance their satisfaction.
- Responsible for creating policies and procedures that optimize the customer experience. Manage and gather feedback from their customers, study other customer success programs and analyze customer data to identify the best practices make sure all customers receive the same quality of service.
- Develop adding value service and reducing churn base on retention strategy.
Customer Resolution management:
- Be responsible for manage and provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes. Resolve customer complaints and answer customers&039; questions.
- Work collaboratively with other departments on service resolution initiatives to eliminates obstacles and minimize its recurrence
- Monitor complaint activity and provides suggestions to appropriate company authorities to modify process or procedure based upon trending and related analyses.
- Create structures and clarify responsibilities to design the process clearly which feedback will be forwarded to which departments.

- Knowledge of customer success processes.
- Communications, customer service or marketing degree.
- At least 3- 5 years’ experience in customer complaint handling, communication, or customer success.
- Demonstrate leadership qualities.
- Excellent communication and interpersonal skills.
- Have knowledge in insurance/ customer loyalty management in finance company.
- Knowledge of customer success processes.
- Strong verbal and written communication, strategic planning, and project management skills.
- Self-driven and proactive nature.
- High computer literacy and ability to learn new software.

13th salary and performance bonus

21 annual leave day per year

New laptop for each employee

Cập nhật gần nhất lúc: 2022-10-05 19:42:04