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Customer Success Manager









Customer Success Manager



Job Locations

US-FL-Delray Beach


ID

2022-1798




Category

Customer Service



Type

Regular Full-Time



Company Name

Legacy Research Group, LLC






































Overview









We are currently looking for a Customer Success Manager to work out of our Delray Beach, FL office.

The successful candidate will perform diverse duties including team leadership as well as tracking and reporting on data for a complex Customer Service Department. The mission is to analyze the data to ensure the communications, promotions, customer service experience, sales, webinar support provided by the team is excellent.















Responsibilities









    Daily direct oversight of Customer Service team including managing individual employee tasking
  • Works to ensure top service levels to Customers
  • Maintains an exceptional level of understanding of products, campaigns, and promotions
  • Management of team's Key Performance Indicators to include e-mail response, call SL, number of inbound/outbound calls, response rates
  • Monitors call queue and JIRA tickets to maximize CS team effectiveness
  • Plans and scales staffing around customer volume, promotion, and planned time-off from team
  • Provides on the spot triage and guidance on complex situations with customers as necessary
  • Approves discretionary funds, compensatory subscriptions, extensions or other approvals outside of the CSR scope of responsibility
  • Participates in cross functional meetings throughout the business to report and provide customer service levels and other requested data
  • Assists in the rolling out of new initiatives and shepherds change management
  • Responsible for training and developing staff
  • Manages external partner relationships














Qualifications









  • At least five (5) years of experience in a customer service environment, ideally managing a team
  • High degree of professionalism and the ability to thrive in a fast-paced environment
  • Exceptional oral and written communications skills
  • High attention to detail
  • Must be able to work independently or in a team environment
  • Maintains strict confidentiality and exercises solid judgment to complete assigned tasks
  • Strong organizational skills
  • Possesses the ability to understand accounting, company financial coding, and maintaining internal finances
  • Possess the ability to work cross functionally and build relationships both internally and externally
  • Proficient with MS Outlook, Excel, Word, and PowerPoint
  • Prior experience with business process improvement.
  • Prior experience with the sales cycle and the demonstrated ability to influence the process to deliver business results.
  • Demonstrated proficiency in at least one of the following tools, and a strong desire to learn the others: Salesforce CRM, SAP Order to Cash, Business Analytics, and Excel.
  • Proven ability to manage high performing teams
  • Able to exercise sound judgement and advise on complex customer services issues in high pressure situations
  • Sedentary work that primarily involves sitting/standing
  • Visual acuity for reading and using the computer
  • Ability to hear
  • Ability to freely move about the office
  • Ability to use the phone/computer/keyboard/mouse/general office equipment for extended periods of time
  • Ability to communicate with others in order to exchange information
  • Fluency in the English language

About Legacy Research Group

From the beginning, independence has been the key to our success. Unlike the mainstream press, we don't make our money from corporate advertisers. And unlike Wall Street, we don't take commissions or fees from the companies we cover in our newsletters.

Instead, we sell ideas, opinions, and recommendations.

Our mission is to provide readers with a broad view of the world. So, we ask questions. We research and test. But we do not claim to have the last word on every issue. We explore ideas with our readers... so they can decide for themselves.

That means we don't have a one-size-fits-all approach to finance and investing. Each publisher under the Legacy umbrella has its own unique culture and outlook... Just like each of our readers has his or her own personal investing style.

#LI-MH1
















Posted
04/22/2022
Salary Range
$39,000.00 - $88,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Location
Delray Beach, FL, 33483, US