Customer Success Manager

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Job description

Ecovacs Americas is looking to add a Customer Success Manager to the operations team. This role is responsible for ensuring our products and services exceed customers' expectations. Build customized strategies for adoption, develop retention strategies, and create opportunities for future growth. Provide resolution guidance that offers customer satisfaction while adhering to company policies and product warranty limitations. This role requires a blend of customer relations, sales, and consulting skills. Delegating and monitoring day-to-day activities of the customer service team. Provide technical and customer response guidance to the team members and ensure that all aspects of customer service meet/exceed customer and management expectations. This role reports to the Operations Director and will work extensively with the Global Customer Experience team.

This role's success requires collaboration and proactive contributions while working with sales, marketing, and supply chain teams. Trending, forecasting, and customer feedback analysis to support our products in a competitive retail market is essential.

Key Responsibilities:

• Lead, develop, and manage the AMR customer service team to provide premium service levels
• Review and ensure that all Key Performance Indicators (KPIs) are effective and on target
• Drive strategic planning as related to customer experience
• Proactively monitor the overall customer experience from pre-sale customer education to post-sale customer service and follow up
• Cross functional collaboration to develop optimized customer lifetime value results
• Manage all day to day customer service team functions
• Ability to develop and share best practices
• Create a positive team dynamic that encourages feedback, and adapt to the ever-changing business, staying focused on the customer experience
• Drive continuous improvement to maintain a culture of premium customer experience
• Work closely with Reverse Logistics Manager and 3rd party providers to compile product trend data and present opportunities to product development, sales, and marketing teams

Qualifications:

• 5+ years of management experience in customer service and support
• Bachelor Degree in related field from accredited college program
• Demonstrated experience with delivering key analytic reporting and forecasting
• Command of Microsoft products such as Excel, PowerPoint, and OneDrive. Familiarity with Zendesk, Bazaarvoice preferred.
• Awareness of the industry's latest technology trends and applications
• Top-notch verbal and written communication skills
• Proven ability to quickly adapt and drive the right results using data

Preferred Qualifications:

• Retail/e-commerce customer service
• 3+ years of call center supervision
• Technology, Marketing, or Engineering related degree or equivalent experience