Customer Success Manager
6 days ago
Job Title: Customer Success Manager
About the Role:
We are seeking a highly skilled Customer Success Manager to join our team at Altisource. As a Customer Success Manager, you will be responsible for overseeing the day-to-day operations of the customer service team, ensuring that all activities are aligned with the organization's objectives.
Key Responsibilities:
- Oversee the day-to-day operations of the customer service team, ensuring that all activities are aligned with the organization's objectives.
- Ensure adherence to established SLAs, including response times, call resolution rates, and customer service quality.
- Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and areas for improvement.
- Identify and implement best practices and processes to improve the efficiency and effectiveness of the Customer Service team.
- Build and maintain strong, long-term relationships with key clients, ensuring their success and satisfaction with our products and services.
- Act as a point of escalation for complex customer issues, working towards timely resolution and customer retention.
- Analyze customer data to identify trends, risks, and opportunities for improvement.
- Develop and execute strategies to drive customer success.
- Track and analyze key performance indicators (KPIs) such as call volume, average handling time (AHT), and first call resolution (FCR).
- Provide actionable insights and recommendations to senior management based on data analysis.
Requirements:
- Bachelor's degree in Business, Marketing, or a related field; Master's degree or relevant certification is a plus.
- 6-8 years of experience in customer service, client onboarding, account management, or a related field, 2-3 years of experience in customer success, account management, or a similar role, with experience in managing pilot programs or projects preferred.
- Proven track record of successfully managing customer relationships and leading teams.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
Work Environment:
Bangalore (WFH)
Shift - Night (6.30 pm – 3.30 am)
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