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Customer Success Lead

Company: Targeted Talent
Location: Vancouver
Posted on: November 22, 2021

Job Description:

Job Summary: The Customer Success Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. Duties/Responsibilities:

  • Help build the infrastructure and standard operating procedures for the department
  • Help create company guidelines particularly related to quality of service
  • Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
  • Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
  • Hire entry-level customer success employees.
  • Train new employees in the company's customer service policies, procedures, and best practices.
  • Organize and oversee the schedules and work of the department.
  • Conduct performance evaluations that are timely and constructive.
  • Handle discipline and termination of employees as needed and in accordance with company policy.
  • Monitor or review calls or other correspondence between representatives and customers.
  • Ensure that representatives are informed about changes to company products and services.
  • Collect data and prepares reports on customer complaints and inquiries.
  • Prepare monthly reports summarizing the assigned customer success teams performance.
  • Assist with budget preparation for the Customer Success department.
  • Perform other related duties as assigned. Required Skills/Abilities:
    • Bachelor's degree in business, technology or similar
    • At least five years of customer success experience required.
    • At least two years of experience in a supervisory role preferred.
    • At least two years of experience in customer service or customer success in the manufacturing industry
    • Excellent communication and presentation skills
    • Must be personable and enjoy working with people in an entirely customer-facing role
    • Knowledge of project management/delivery methods and tools
    • Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
    • Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
    • Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
    • Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
    • Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
    • Experience with Salesforce (or other CRM) desired
    • Ability to travel (job requires up to 30% travel)
    • Comfortable working as needed in a remote environment with video-conferencing tools
    • Excellent management and supervisory skills.
    • Excellent verbal and written communication skills.
    • Extensive knowledge of customer service procedures and principles.
    • Organized with attention to detail.
    • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
    • Ability to coach and mentor customer success representatives.

Keywords: Targeted Talent, Vancouver , Customer Success Lead, Other , Vancouver, Washington

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