Customer Success Manager
Job Summary:
A leading fintech company is looking for a Customer Success Manager to join their Customer Care organization. This position is dedicated to driving growth and retention within the company’s product lines. A successful candidate should have a marketing & sales background with a proven track record in driving exceptional results.
Responsibilities:
- Continually generate and test new ideas for Customer Success with the goal of either (1) activating new users and/or (2) retaining existing users.
- For viable and profitable Customer Success ideas, develop and implement operation plans.
- Help establish/maintain KPIs to measure the effectiveness of current and new Customer Success programs.
- Monitor customer contacts to evaluate and improve customer interactions for programs.
- Work with outsourced vendor partners to evaluate and coach performance.
- Comfortable in working in cross-functional teams.
- Create presentations and reports to communicate recommendations and findings.
- End-to-end ownership and accountability for assigned projects and processes.
- Work with peers and leadership team to identify opportunities for improvement.
Qualifications:
- Minimum 3 years of sales, marketing, or contact center experience.
- BA/BS in Business or Marketing; MBA is a plus. Or equivalent work experience.
- Experience in the following reporting tools: PowerBI, Genesys Cloud, MS Access, and MS Excel.
- Passionate about leveraging data to find opportunities to grow the business through Customer Care.
- Passionate about solving for customers and their financial health.
- The candidate will be expected to successfully complete the new hire agent training and demonstrate an exceptional ability in helping customers while leveraging internal toolset before beginning in the Customer Success role.
Job Type: Full time
Location: Tucson, AZ
Pay Range: $60K – $75K (DOE)
Submit resume to jobs@OSIengineering.com
Diane You
408.550.2800 x130
OSI Engineering
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