Ingenio

Customer Success Manager

• Drive exceptional service quality
• Ensure exceptional service quality across all channels (Email, WhatsApp, Messaging).
• Define the standards for Tier 1 and Tier 2, ensuring each channel’s engagement potential is fully realized, and tracking customer satisfaction and issue resolution.
• Manage the critical relationship with the Engineering team to identify, report, and support the resolution of bugs.
• Establish and lead a structured Voice of the Customer (VOC) analysis process, transforming raw client interactions into actionable insights.
• Identify opportunities for innovative proactive outreach, particularly through messaging channels, to address friction areas before they lead to churn.