Outsourced Doers

Customer Success Manager

• Handle escalations with the goal of resolving within KPI and providing troubleshooting support for team members (Escalation Resolution - ~60% of role)
• Manage the day-to-day performance of the Client Experience Specialist Team, conduct quarterly performance reviews, and follow processes for recruiting, inducting, and training new staff (People Leadership - ~10%)
• Review procedures and client experience pathways for improvements, analyze client data to improve the client experience, and assist in creating and reviewing policies and practices (Process Management and Client Experience Improvement - ~20%)
• Identify processes and tasks that can be automated or handed to admin teams and manage training and handover of any identified tasks (Automate or Outsource Tasks - ~5%)
• Manage Net Promoter Score (NPS) surveys and response processes, consistently monitor NPS, and implement new initiatives to grow NPS (Manage Client Success NPS - ~5%)
• Work schedule: PST/other work hours, 40 hours per week; remote - 100% work from home