Customer Success Manager

3 weeks ago


Waterbury, Connecticut, United States Insight Global Full time
Customer Success Manager Job Description

Insight Global is seeking a skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for ensuring customer satisfaction and driving business growth through effective order management, review management, and escalation handling.

Key Responsibilities:
  • Manage customer orders, including activations, cancellations, and modifications, ensuring accuracy and timely fulfillment.
  • Maintain a high review rating by addressing customer feedback and transferring reviews across platforms.
  • Manage and refine the escalation process, ensuring quick resolutions within 24 hours.
  • Foster strong relationships with customers through regular updates and proactive communication.
  • Collaborate with internal teams to guarantee timely fulfillment and resolution of inquiries.
  • Track customer engagement and report on trends to inform leadership on improvements.
  • Engage with customers to resolve chargebacks and aim for reversals.
Requirements:
  • At least 3 years of experience in customer success, customer service, or a similar role, ideally in e-commerce.
  • Proficiency in CRM and order management systems.
  • Experience overseeing a team and being involved in training others.
  • Excellent communication and interpersonal abilities.
  • Strong analytical skills to drive improvements from customer feedback.
  • Ability to work both independently and as part of a team in a fast-paced environment.
  • A genuine passion for delivering exceptional customer experiences.
What We Offer:
  • Competitive benefit packages, including medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options.
  • 401k retirement account access with employer matching.
  • Paid sick leave and/or other paid time off as provided by applicable law.

We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.



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