Customer Success Manager

• Responsible for owning and managing the majority of escalations across dedicated programs in North America.
• Ensure escalations are resolved within defined SLAs.
• Provide daily escalation reports to the client.
• Conduct reviews of escalation trends and areas for improvement.
• Collaborate with stakeholders to deliver service recovery and process improvements.
• Equip our Lifestyle Managers (LMs) and Team Managers (TMs) with skills to manage complaints before they escalate.
• Support telephony SLAs by taking calls when coverage is needed, in addition to handling escalation calls.

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