Customer Success Manager

Wing is a local fast-growing startup telecommunications company headquartered in New York and currently seeking the right candidate for the Customer Success Manager position. The selected applicant will be joining our dynamic team consisting of people from the Philippines, the United States, Canada, and Argentina, where you will be responsible for providing excellent leadership for the operation and growth of our revenue and the team.

Other areas of responsibility include making strategic decisions in accordance with the policies and protocols, the future development of the department, along with the continuous development of subordinates. Additionally, the candidate will be responsible for overseeing daily operations to ensure efficiency in Wing’s processes, therefore setting us above our competitors.

The Customer Success Manager will lead a team by providing guidance, training, and mentorship, setting smart goals and objectives, implementing strategies, improving current processes, and further building out the team.


Responsibilities
- Handle a big group of agents working remotely from the Philippines, Canada, and Argentina
- Take responsibility for the overall performance of the department and its members
- Oversee daily operations of the team and ensure daily objectives are met
- Develop and implement strategic plans that develop customer relationships and promote retention and loyalty.
- Create policies and procedures that optimize the customer experience.
- Increase a customer's lifetime value through upselling and cross-selling.
- Set targets, performance plans, and rigorous, objective standards for the department
- Develop the team through motivation, coaching, and product knowledge education
- Build, maintain, and continually update existing processes and procedures, and the existing database
- Track agents’ performance and provide support for development
- Resolve escalated customer issues and customer complaints
- Establish clear retention goals and process milestones for the client and employees to work toward
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
- Ensure efficiency in customer’s journey from onboarding to periodic health checks
- Develop, establish, and improve customer retention strategy/plan
- Enforce client-centric, retention, engagement, and customer feedback metrics
- Build a customer engagement campaign


Requirements
- Minimum of two years managing a large team remotely
- Extensive experience in operations management, customer retention, and in working remotely
- Willing to work on graveyard hours and on weekends (Eastern Time)
- Strong critical thinking skills and has good retention of information
- Ability to set and meet aggressive objectives and has a strong sense of urgency
- Willingness to independently manage the entire team and its process
- Excellent people management skills such as leadership, team development, interpersonal coaching, and supervisory skills
- Knowledgeable on key metrics and KPIs for call center and customer helpdesk
- Knowledgeable on different retention strategies and approaches
- A well-defined sense of diplomacy, including negotiation and conflict resolution skills
- Results-driven, career-focused individual with a strong desire to be successful
- Experience on Zendesk, Intercom, DialPad or similar platforms is required
- Fast and reliable computer and internet connection
- Can start ASAP and with no current/ongoing commitment


TO APPLY, FILL OUT THIS APPLICATION FORM: ----------
ONLY COMPLETED FORMS WILL BE CONSIDERED FOR AN INTERVIEW.