Manager Customer Success

Description:

Manager Customer Success is responsible for leading and managing the day-to-day activities in the operations team, ensuring that all goals and objectives are met. The incumbent should have successfully managed a team and drive operational excellence for Apex Housing Solutions.

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.