Customer Success Manager

Responsibilities: Supervise the performance of the engineering team, offering constructive feedback to ensure adherence to established processes and procedures. Manage ticket assignment processes, ensuring equitable distribution of workload among agents. Monitor real-time dashboard data, escalating priority tickets and VIP escalations as necessary for timely resolution. Cultivate strong relationships with engineering and brand teams to enhance communication and client resolution times. Review brand standards and create reference materials for agents to ensure compliance. Identify procedural gaps and update process documents to enhance team efficiency. Allocate resources effectively to address severity tasks and escalations promptly. Ensure adequate coverage during critical hours and facilitate additional training and certifications for agents. Provide guidance and support to agents by shadowing on tech dispatches and identifying process improvements. Track and resolve login issues and manage leave approvals based on business needs. Attend daily meetings with the engineering team and provide weekly utilization reports. Conduct weekly engineering meetings and maintain a training tracker for new agents. **Requirements:** Requirements Bachelor's degree in a relevant field. Minimum of 3 years of experience in a customer success or similar role. Strong leadership and communication skills. Proficiency in data analysis and dashboard monitoring. Ability to foster collaboration and maintain positive working relationships with cross-functional teams. Detail-oriented with the ability to identify procedural gaps and implement improvements. Prior experience in resource management and scheduling preferred. Familiarity with ticketing systems and customer support tools. Ability to adapt to a fast-paced environment and prioritize tasks effectively. Originally posted on Himalayas