Client Success Manager
Boxzooka
- Henderson, Nevada, United States
- Henderson, Nevada, United States
À propos
Boxzooka has a professional Customer Support system that assures responsiveness and attention to detail. Our team understands the importance of timely communication, accurate information and resolutions that last. These principles are imbedded in our Continuous Improvement Culture with team members across all departments working together to create satisfied clients.
He/she will follow the Boxzooka Client Experience Playbook, a process for building outstanding client support services. In this role it is critical to be the conduit of information, data, analytics and insight between our brands' and our operations that support them.
This candidate will facilitate the mutual respect and effective communication vital to this process, while maximizing Boxzooka's revenues and ensuring that the highest quality service standards are met.
Essential Duties and Responsibilities:
- Maintaining the client advocate stance.
- Lead the Client Experience Organization and facilitate the growth of employees as they serve our clients. Create value with consultative and proactive engagements.
- Becoming entrenched in the business of our clients, understanding their products, strategies and their own organizational workflow.
- Leverage the Client Experience Playbook to drive results and continuous improvement.
- Collaborate with operations to find efficiencies and drive towards positive results.
- Be a proactive member of the Boxzooka Leadership Team by clearly communicating performance levels, areas of opportunity and strategies for outstanding client support.
- Publishing a summary of weekly client activities highlighting successes and monitoring SLAs.
- Review the operational processes and provide feedback to the clients and/or internal team on recommendations where efficiencies and cost savings can be realized.
- Collaborate with fulfillment team to manage client specific service level agreements for all aspects of the workflow
- Summarize client ticketing data and provide analysis
- Address all "escalations" and/or ensure that they are properly communicated with the management team for resolution.
- Obtain client forecasts and communicate information with our operational peers to make them successful in execution. Audit client forecasting accuracy.
Requirements:
- E-commerce, distribution and/or strong management experience is a plus.
Compétences linguistiques
- English
Avis aux utilisateurs
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