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DLT Labs , Customer Success Manager

  • 7-12 yrs
  • Not Disclosed

Job Description

Responsibilities, Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures., Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications., Improves customer service quality results by studying, evaluating, and re,designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes., Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems., Managing the customer support department's day,to,day functions., Responding to escalated customer support issues., Implementing customer support processes to enhance customer satisfaction., Formulating and revising customer support policies and promote their implementation., Informing the team of all new information related to products, procedures, and trends., Assessing support statistics and preparing detailed reports on the findings., Improve customer service experience, create engaged customers, and facilitate organic growth, Take ownership of customers issues and follow problems through to resolution, Set a clear mission and deploy strategies focused towards that mission, Develop service procedures, policies, and standards, Keep accurate records and document customer service actions and discussions, Analyze statistics and compile accurate reports, Keep ahead of industry's developments and apply best practices to areas of improvementRequirements, Proven working experience as a Customer Service Manager with minimum 5+ years' experience and overall 8,10+ years., Good analytics skill using excel or other data platform., Experience with Jira,Service now or similar incident management platforms., Good to have excellent knowledge of management methods and techniques, Good to have working knowledge of customer service software, databases, and tools, Ability to think strategically and to lead, Advanced troubleshooting and multi,tasking skills, Should be able to prioritize issues according to customer impact, Proven experience as a customer support specialist, preferably within a similar environment., Prior experience in a managerial or supervisory role will be advantageous., Top,notch oral, written, and interpersonal abilities., Well,developed arbitration skills with the ability to remain impartial.