Senior HR Consultant at Propella Consulting Group
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Customer Success Manager - eCommerce (4-10 yrs)
1) 4 - 10 years of B2C experience within the customer service/management space.
2) Must have managed a team of customer service individuals.
3) Set KPI/ KRA's for the team and ensure high customer satisfaction.
4) Data focused individual with great analytical skills to suggest strategic solutions to increase customer satisfaction.
5) Measure customer success team's performance on regular basis and implement any changes required to make processes more efficient
6) Monitor & track customer complaint/query resolution time, customer satisfaction, number of customers onboarded and set processes to improve it on regular basis
7) Manage the customer success inbound and outbound team
8) Build a strategy around so as to what can be done to ensure the quality standards of consulting & services to customers are maintained/improved.
9) Team Management - Be both a source of leadership and a resource, providing a range of support for our growing business
10) Strong analytical skills Data driven, can use CRM tools to optimize.