Customer Success Management Manager - HCM

Responsibilities

• Ensure quality of customer experience:
• Analyze Metrics performance for key accounts and build the case for Business process Improvement;
• Collates and evaluates Shop's feedback and raise to relevant department for the improvement of overall shop satisfaction and Ninja Van’s service offering;
• Monitor shop satisfaction and service quality throughout shop journey;
• Maintain open communication with all stakeholders, internal and external, across different geographies, throughout the on-boarding, shipping and delivery cycle;
• Initiate project to boost key shippers retention and/or volume growth
• Team management & Capacity development:
• Maintain capacity monitoring for CSM agents;
• Lead, Manage, and Coach CSM agents to achieve KPI;
• Mentor, monitor and appraise on their ability to handle shipper issues and requests;
• Conducts team meetings, one on one review sessions and individual observation sessions on a monthly basis;
• Constantly keep abreast of latest customer service and business trends and share the knowledge with Team

Requirements

• Min. 5 years of experience in Key Account Management, Business Development .....
• Excellent verbal and written communication skills
• Efficiency and organizational skills
• Strong presentation skills
• Computer literacy in order to type up reports, results and details of customer interaction
• Bachelor’s degree in business or related field
• Hands-on experience with managing clients and teams
• Proven success in a corporate setting, working with all levels of management
• Strong written, verbal, and presentation skill