Customer Success Supervisor

• Consistently mentoring the team of Customers Success Representatives to ensure they continue to grow within the role
• Establish recurring one-on-one meetings with each Customer Success Representative
• Assist in development and roll out of continuing education for the Customer Success team
• Serve as the point of escalation for Customer Success Representatives on their team to ensure all matters are addressed appropriately
• Collaborate with management on performance, training and growth opportunities arise for members of the Customer Success team
• Create consistent email communication templates and content to assist customers along their customer journey
• Identify gaps in process and identify solutions to ensure proper customer engagement from the Customer Success team
• Evaluate the effectiveness of Customer Success practice through customer feedback and adjust as needed
• Assist in the development of onboarding materials for new Customer Success Representatives
• Must continue your education with the Software, new modules, and any industry factors required to perform the job accordingly
• Notify management about escalated issues that need to be addressed
• Manage a churn process to ensure proper risk and churn documentation to assist in identifying opportunities to enhance process, our products or customer success approach to assist in churn reduction
• Collaborate with internal departments to report and address technical issues clients may be experiencing
• Adhere to all department and company standard operating procedures
• Project a professional and positive image as a company representative by providing thorough assistance to associates, clients, and third parties
• Assist in the rollout and process creation for any new product launches, internal role creation, etc.

• Proven ability to coach a team to provide top-level support to customers
• Excellent communication and critical thinking skills
• Superior organizational skills and the ability to work multiple projects simultaneously
• Ability to independently address complex situations while following established protocols
• Capacity to coach and hold the team accountable to KPIs and goals established for the department
• Salesforce or other CRM software knowledge
• Excellent communication and presentation skills, with the ability to engage and motivate diverse audiences
• Ability to work collaboratively in a team-oriented environment
• Creative problem-solving skills and a proactive approach to continuous improvement
• Basic computer and keyboarding skills, and the ability to navigate through a Microsoft Windows application
• The employee must have a valid driver's license and a driving record acceptable to the Company's insurance company
• 3+ years' experience

Medical, Dental, Vision, 401K, PTO, employee perks and more