Customer Success Manager

Miami, Florida

Post Date: 04/20/2017 Job ID: 81675 Job Category: Customer Service

Title of Job: Customer Success Manager

Company Description: Video Content Creator and Provider

The culture is very laid back with a casual dress code and a dog friendly office. Many work perks include: company wide happy hours, team building events, paid time off, medical, dental, vision benefits and a 401k plan.

Location: Miami, FL

Responsibilities: Our client is looking to hire a Customer Success Manager for a fun, tech savvy company based out of Downtown Miami.
  • The successful candidate will be a problem solver, have empathy for the customer and be ready to tackle their biggest customer service gripe
  • Define metrics to measure customer success
  • Create reports that show levels of customer happiness that can be used for goal setting; reducing charge backs, customer retention
  • Work with tech team on product improvements based on customer issues and feedback
  • Handle support tickets through email and slack channel
  • Train and oversee customer service agents and maintain relationships with outsourced call centers

Requirements:
  • Responsibility for defining the team' s overall metrics and goals
  • Experience with ticketing systems (ex ZenDesk)
  • Managing customer support issues through email and chat messenger
  • Be really great with people
  • Be a wiz  at Excel (or have a burning desire to master it)

Salary: $45, 000 -  $50, 000/ year

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