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Humach · 3 months ago

Customer Success Manager (Remote - IA, WI, TX only)

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

Humach is a leader in outsourced customer service and digital agent solutions, passionate about creating exceptional experiences for clients and their customers. The Customer Success Manager will plan and coordinate the implementation of high-quality programs, providing leadership and supervision to the team.

Call CenterCustomer ServiceTelecommunications

Responsibilities

Serve as the central point of contacts for clients

Develop, coordinate, plan and prepare timetables for the implementation and maintenance of programs

Monitor and track program performance and communicate information to management

Monitor call quality to ensure the highest quality performance is achieved

Proactively identify and solve program problems

Motivate and assist agents in setting and achieving goals

Evaluate programs and provide feedback to management and appropriate departments on ways to improve timeframes, system issues, productivity, and cost effectiveness of each program

Generate and verify daily reports

Work with sensitive customer information, including card holder data

Assist in the training and development of employees; conduct program training

Serve as an agent by going online to stay abreast of current program knowledge and systems

Build rapport with clients and internal contacts; provide optimum communication and customer service

Process client comments, requests, and issues in a professional manner and provide feedback and instructions to internal staff as needed

Work with clients, account executives, and internal staff in establishing program performance goals

Set-up client visit agendas

Qualification

Customer Success ManagementProject ManagementMicrosoft OfficeTelephony RoutingProblem Solving

Required

Bachelor's degree from four-year college or university, or 5+ years of experience in Customer Success or Project Management

Ability to read, analyze, and interpret general business materials

Knowledge of Microsoft Office applications including Outlook, Word, Excel, PowerPoint, and Windows 11 is required

Ability to calculate figures and amounts such as discounts, formulas and percentages

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists and interpret a variety of instructions furnished in different forms