Customer Success Manager

6 days ago


Dallas, Texas, United States Targeted Talent Full time
Job Description:

The Customer Services Lead will oversee and assist customer success employees in performing their job duties, such as responding to customer inquiries and resolving issues or complaints.

Responsibilities include helping build infrastructure and standard operating procedures for the department, creating company guidelines particularly related to quality of service, managing the team and ensuring compliance with company guidelines, preparing knowledge-based documents, hiring entry-level customer success employees, training new employees in customer service policies, organizing and overseeing schedules and work, conducting performance evaluations, handling discipline and termination of employees, monitoring or reviewing calls or correspondence between representatives and customers, informing representatives about changes to company products and services, collecting data and preparing reports on customer complaints and inquiries, and assisting with budget preparation for the Customer Success department.

This role requires excellent communication and presentation skills, the ability to work collaboratively as part of a team and independently with minimal supervision, strong problem resolution skills, and the ability to engage and interact with internal teams to resolve client issues.



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