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2K Vegas · 3 weeks ago

Associate Manager, Customer Success

Las Vegas, Nevada, United States

Full-time

Onsite

Mid, Senior Level

7+ years exp

2kvegas is seeking an Associate Manager of Customer Success to oversee the daily operations of their customer success team. This role involves guiding staff, optimizing workflows, and developing policies to enhance team efficiency and customer satisfaction.

Computer Games

Responsibilities

Supervise individual and team KPIs, including response times, resolution rates, customer satisfaction scores, and other metrics

Analyze performance data to identify trends and areas for improvement

Drive accountability by setting clear expectations and providing regular feedback to team members

Provide coaching, mentorship, and career development for supervisors and staff

Conduct regular one-on-one meetings to discuss performance, goals, and development opportunities

Develop a positive and collaborative team environment that aligns with what we value

Develop and implement policies, workflows, and guidelines for the customer success team

Ensure adherence to company policies, procedures, and service standards

Handle sophisticated customer issues, providing timely and effective resolutions

Work closely with senior leadership to complete strategies that improve efficiency, customer satisfaction, and employee engagement

Assist in creating and maintaining knowledge bases, training materials, and customer-facing documentation

Collaborate with other departments, such as product development and marketing, to address customer feedback and improve the overall customer experience

Ensure team compliance with data privacy and security standards

Qualification

Customer service principlesData analysisLeadershipZendeskCRM systemsContent guidelinesCommunication skillsProblem-solving skillsTime managementInterpersonal skills

Required

Bachelor's degree or equivalent experience

7+ years of experience in similar role. Confirmed experience in handling benchmarks and supplying to drive team performance

Strong understanding of customer service principles, including customer satisfaction, retention strategies, and issue resolution

Strong communication skills to optimally explain technical concepts to both technical and non-technical audiences. Capable of engaging and collaborating with collaborators to build alignment and support for team objectives

Data-driven demeanor with expertise in analyzing metrics such as ticket deflection, article views, and agent productivity

Excellent interpersonal and time management skills, with the ability to handle multiple priorities in a fast-paced environment

Proficiency in creating and carrying out content guidelines, style guides, and procedures

Strong problem-solving skills and the ability to adapt to changing priorities and business needs

Shown experience with localization processes and global content management

Ability to develop and present detailed reports to leadership, highlighting key insights and recommendations for improvement

Confirmed leadership by mentoring junior team members, leading knowledge administration efforts, and fostering a culture of continuous improvement within the team

Sophisticated knowledge of tools such as Zendesk, helpdesk software, and issue/bug tracking tools

Proven proficiency in MS Office Suite and Google Workspace

Familiarity with troubleshooting common customer issues related to gaming platforms, including PCs, Sony PlayStation, and Microsoft Xbox consoles

Expertise in CRM systems and their role in customer success