Customer Success Manager  

About Remote Workmate:

We accelerate your success with our simple, direct, and transparent recruitment process. As experts in matching global talents with unlimited offshore job opportunities from clients in Australia, New Zealand, the USA, and parts of Europe, we’re able to guide you throughout your job-seeking journey. We value your time, talent, and skills to bring out your potential. Ranging from a variety of industries such as; real estate, property management, HOAs, construction & engineering, eCommerce, and professional services support, we have varied job opportunities for different professionals who can work remotely.

About the Role:

We are seeking an experienced and motivated Customer Success Manager to join our outsourcing company and take charge of managing the client relationships and ensuring the satisfaction of both our clients and workmates. As the Customer Success Manager, you will play a crucial role in maintaining a strong and productive working relationship with our clients and ensuring that our workmates are engaged, supported, and motivated to deliver exceptional services.

Responsibilities:

Client Relationship Management:

• Serve as the primary point of contact for assigned clients, understanding their needs, and addressing their concerns promptly and effectively.
• Develop and nurture long-term partnerships with clients, fostering trust and loyalty.
• Conduct regular meetings with clients to review performance, gather feedback, and identify areas for improvement.
• Ensure all client requirements and expectations are communicated to internal teams accurately.

Staff Support and Engagement:

• Supervise and support a team of workmates, including team leaders, to ensure they have the necessary resources and guidance to meet client expectations.
• Foster a positive and supportive work environment, encouraging teamwork and collaboration.
• Conduct regular performance evaluations and provide constructive feedback and coaching to workmates.
• Address workmate concerns, grievances, and conflicts in a timely and fair manner.

Performance Monitoring and Improvement:

• Track key performance indicators (KPIs) related to client satisfaction and workmate performance.
• Analyze data and trends to identify areas for improvement and implement strategies to enhance operational efficiency and service quality.
• Implement best practices and process improvements to optimize service delivery.

Project Management:

• Oversee the execution of outsourcing projects, ensuring they are completed on time and within budget.
• Collaborate with other departments to coordinate resources and deliverables for successful project outcomes.

Communication and Reporting:

• Provide regular updates to senior management and clients on project progress and key performance metrics.
• Prepare comprehensive reports on client satisfaction, project status, and team performance.

Skills Required:

• Proven experience in operations management, client relationship management, or a similar role, preferably in the outsourcing industry
• Demonstrated experience in managing teams and delivering exceptional client service
• Familiarity with outsourcing and operations management best practices
• Ability to build and maintain positive relationships with clients, team members, and other stakeholders
• Excellent verbal and written communication skills
• Experience in leading and motivating teams, resolving conflicts, and promoting a collaborative work culture
• A deep understanding of client needs and a commitment to delivering high levels of client satisfaction
• Strong analytical and problem-solving skills to identify issues and implement effective solutions.
• Proven ability to manage multiple projects simultaneously, set priorities, and meet deadlines
• Willingness to adapt to changing client requirements and industry trends
• Proficiency in analyzing data and using it to make informed decisions and recommendations
• Ability to empathize with both clients and workmates, and handle sensitive situations with emotional intelligence
• Skill in resolving conflicts and addressing issues to maintain positive relationships with clients and workmates

Home-Based Requirements:

• Fast and reliable wired internet connection of not less than 5 Mbps
• Quiet, private home office free from noise background or distractions
• Updated computer (desktop or laptop), excellent quality headset with microphone, and a working webcam

If you are looking for an exciting role without the hassle of the daily commute, then this job is perfect for you!