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Customer Engagement Manager

2 months ago

Washington, United States Vendoo Full time
Position Overview:
The Customer Success Manager plays a pivotal role in enhancing and managing customer satisfaction and service at Vendoo. This position involves overseeing the daily operations of the customer success and service teams while collaborating with senior leadership to establish both short-term and long-term objectives.

Key Responsibilities:
  • Provide guidance, support, and mentorship to team members, focusing on customer satisfaction, professional development, teamwork, and software proficiency.
  • Implement process enhancements and departmental restructuring to improve customer experiences and operational efficiencies.
  • Establish new systems and processes to facilitate better communication within the customer success team and with clients.
  • Supervise the daily functions of the customer success and service department.
  • Set and monitor customer support objectives for team members, assisting them in achieving these targets.
  • Develop a reliable customer loyalty program.
  • Generate weekly and monthly performance reports and surveys, effectively communicating findings across departments.
  • Lead project management initiatives on specific cross-departmental projects.
  • Act as a role model in coaching employees on resolving complex customer-related issues.
  • Serve as the primary liaison with other departments for process improvements and problem-solving efforts.
  • Identify staffing needs and participate in the recruitment and selection of new team members.
  • Stay informed about the latest trends and techniques in the reselling industry.
  • Engage with customers to address queries and complaints.
  • Monitor and enhance team KPIs, including response times, customer satisfaction, and contract renewals.

Required Skills and Qualifications:
  • Proficient in using Intercom with at least 3 years of experience.
  • Ability to create bots that enhance user experience and filter messages for customer service agents.
  • Experience in developing product tours to assist new users in navigating Vendoo.
  • Strong leadership capabilities with a proven track record in managing customer success teams.
  • Familiarity with Hubspot or other CRM software is a plus.
  • Experience in fast-paced environments or startups.
  • Excellent problem-solving skills, along with patience, empathy, and a strong commitment to customer satisfaction.
  • Effective time management skills and a willingness to learn.

About Vendoo:
Vendoo is an innovative online platform designed for resellers, enabling them to efficiently manage their e-commerce operations across multiple marketplaces. Our mission is to empower resellers by providing tools that save time and enhance their business knowledge. Founded in 2017, Vendoo has grown into a global team dedicated to addressing the needs of our users. Our vision is to become the leading reselling tool worldwide, continuously developing software that streamlines every aspect of the reselling process.