Role Description:
The Customer Success Manager role at Peach is a new, unique and multifaceted role that requires a blend of operational expertise, commercial acumen, customer centricity and strong leadership. The individual will be responsible for driving Peach success as it relates to customer engagement. Managing both our call center and quality assurance teams, as well as a project workstream to better understand and meet customer needs, this individual will own the customer experience at Peach from start to finish – and ensure that it is the highest delivery we can give
Duties and Responsibilities:
Specifically, the Customer Success Manager at Peach can expect to lead/own the following customer experience elements, at a country level:
– Strategy-setting
– Work with the General Manager and other C-Suite members in building a strategic plan for the next 12 months that aligns with the broader vision(s) of the company. This will include working with what is in planning for existing Customer Success function and what could be in scoping a vision for the future initiatives Peach could undertake to support this function in the business.
– Work with the General Manager and other C-Suite members to build an org chart(s) to support annual strategic plans
– Translate the annual business strategy into clear, specific actionable goals, objectives and initiatives for the Customer Success team at Peach
– Establish key performance indicators for the Customer Experience teams to track progress on strategy execution and use the same to assess performance at the individual and team level monthly, quarterly, bi-annually and annually.
– Develop marketing plans, set KPIs, and analyze overall performance.
– Manage the Customer Success team(s) to achieve annual, quarterly and monthly goals
– Hold weekly or bi-weekly one-on-one meetings with team members to track progress, discuss roadblocks, provide guidance, review KPI’s, identify performance gaps and offer support for overcoming obstacles.
– Clearly define roles and responsibilities for team members in relation to the strategic plan, ensure team members have the resources and authority they need to make decisions and drive results while also holding them accountable for their performance.
– Offer team members mentorship and coaching to enhance ability to manage people effectively, provide tools, frameworks and resources to help them support change and strategy implementation effectively.
– Tie reward and recognition to successful execution of the strategy and meeting departmental KPI’s while leading milestones celebrations throughout the year.
– Budget development, monitoring and implementation:
– Continuously track and manage budget performance to ensure spending stays within allocated limits and aligns with strategic goals.
– Customer Experience implementation
– Manage both our Inbound and Outbound Call Centers and Quality Assurance teams
– Seek to automate systems and processes within our call center to build for scale and sustainability
