Customer Success Manager

Description:

KEY RESPONSIBILITIES

1. Lead and manage the operations team, ensuring adherence to company policies and procedures.

2. Monitor and improve the efficiency of incoming call management, complaint resolution, and customer satisfaction.

3. Collaborate with senior management to develop and implement operational excellence strategies and plans.

4. Provide support to the Property Team and actively solve outstanding billing issues.

5.  Monitor and evaluate the performance of the operations team, identifying areas for improvement, and coaching team members as necessary.

6.  Ensure compliance related to operations and on-the-job training for team members in all related members.

7.  Develop and maintain strong relationships with stakeholders, including councils, landlords, tenants, and contractors.

8.   Keep senior management informed on the team's progress and recommend solutions to operational challenges.

Experience

• 8+ years of experience in Operations/Customer service management, including at least 3 years in a managerial role
• Prior experience working with a Multinational firm.

Technical Competencies

·      Knowledge of operational metrics and KPIs

·      Excellent leadership, coaching, and interpersonal skills

·      Superior listening and speaking skills

·      Ability to work in a high-pressure environment

·      Experience with process improvement and project management methodologies

·      Drive for results

Core Competencies

·      Effective communication 

·      Teamwork

·      Decision Making and Problem-Solving

·      Planning & Organizing