Key Responsibilities:
1. Customer Success and Call Center Operations
• Oversee and manage an inbound call center team (sales agents), ensuring high-quality customer interactions to hit daily, weekly, and monthly quotas.
• Develop and implement customer success best practices to hit quotas and improve response time, resolution rates, and satisfaction.
• Handle escalated customer issues, ensuring a positive experience while balancing business interests.
2. Sales and Customer Retention:
• Build customer engagement campaigns with social media and performance marketing teams to increase conversion rates.
• Consulting mindset, develop and execute customer success strategies to increase product adoption.
• Train and coach agents to identify sales opportunities within customer interactions.
• Analyze customer feedback and trends to improve the customer onboarding journey and the document collection process
• Leverage data analytics to refine customer success processes and improve decision-making.
3. Documentation and CRM Management:
• Ensure accurate record-keeping of customer interactions, issues and resolutions using CRM tools.
• Optimize customer onboarding and support workflows to enhance operational efficiency.
• Regularly review and improve call scripts, email templates, and FAQ resources for better service delivery.
4. Leadership and Team Development:
• Lead, mentor, and scale the customer success team to support business growth.
• Conduct regular training and coaching sessions to enhance CS agent performance.
• Set clear KPIs and monitor personal and team performance, ensuring high productivity and engagement.
• Foster a customer-first culture, ensuring team members are empowered to provide exceptional service.
5. Process Adherence and Optimization :
• Ensure compliance with industry standards and regulatory requirements in all customer success activities.
• Regularly review and adapt customer success strategies based on evolving client needs and market conditions.
Nityo Connect
