Customer Success Manager

About Us: We are a leading provider of highly trained and customer-centric teams dedicated to driving performance excellence and delivering exceptional service. Our Customer Success Managers (CSMs) are vital in advancing our business by mentoring and developing our teams, ensuring our reputation as an employer of choice. With a strategic partnership approach, CSMs collaborate closely with our B2B clients to maximize the value they derive from our services while shaping our overall business strategy to drive revenue, growth, and impactful change.

 

Responsibilities:

1 Domain Knowledge:

• Develop a deep understanding of clients’ needs and align team capabilities to exceed client expectations.
• Stay updated with industry news, trends, and best practices.

2 Client Service:

• Advocate for the client, striving for 100% client satisfaction.
• Serve as a liaison between the client and the team, ensuring effective communication of project progress, commitments, and responsibilities.
• Share weekly reports with clients.

3 Strategic Thinking:

• Act as the client's strategic advisor, identifying and driving expansion opportunities.
• Play an active role in shaping the overall business strategy.

4 Initiative:

• Analyze data, metrics, and industry trends to anticipate future issues, provide innovative solutions, and enhance workflows.

5 Leadership:

• Manage a team of Team Leads (TLs) and Representatives.
• Align the team with organizational goals, tracking performance to drive continuous improvement.
• Foster team relationships and synergies to energize and motivate the team.
• Collaborate with TLs on recruitment, task distribution, backup plans, roster management, orientation, and development.
• Recommend promotions and raises in coordination with clients and HR.

6 Coaching:

• Guide the team's skill development and performance, providing prompt and constructive feedback.
• Foster a healthy and stimulating team environment that encourages a growth mindset.

7 Communication:

• Promote information sharing, responding promptly and thoughtfully to client and team communication.

 

Requirements:

• Minimum of 2 years of experience in client-facing, account management, or international sales roles.
• Minimum of 3 years of experience in team leadership or performance management roles.
• University degree in a relevant subject.
• Fluency in English and Ukrainian.
• Intense interview and project management skills (preferred).
• Organizational skills to establish effective processes and meet performance targets.
• Analytical skills to address complex issues and opportunities.
• Problem-solving ability to find creative solutions and act decisively.
• Stress tolerance and adaptability in a fast-paced environment.
• Emotional intelligence to manage conflict and interpersonal dynamics.
• Tech-savviness, including proficiency in Microsoft Office Suite and G Suite.

 

Who You Are:

• Curious and intellectually driven, with a relentless pursuit of knowledge.
• Decisive and confident, even in uncertain situations.
• Excellent communicator who keeps messages clear and straightforward.
• Conscientious and committed to honoring commitments with solid integrity.
• Calm under pressure, believing in your and your team’s abilities.
• Driven and determined, with a passion for success.

 

What We Offer:

• Competitive salary with bonus opportunities based on KPI achievement.
• Twenty-four business days of vacation per year.
• Medical insurance coverage.
• Educational budget for professional development.
• Opportunity to work closely with our leadership and shape business strategy.
• Mentorship and knowledge-sharing opportunities with junior colleagues.
• A collaborative and diverse work environment surrounded by talented individuals.