Associate Manager, Customer Success (SMB)

About the Role: 

As an Associate Manager of Customer Success - SMB, you will report to the Sr. Manager(s) of Customer Success, SMB Save Team. You will be responsible for leading a team of Customer Success Associates in our Pakistan offices to achieve their goals aligned with customer satisfaction, retention and growth. You will work with all members of the customer Success leadership team along with other departments to ensure that our CSA’s are able to help our customers achieve business success through Motive’s suite of solutions. You will also be responsible for supporting your team as they manage a live queue and/or  programs to effectively retain customers through positive relationship-building, active listening, strategic problem-solving and a customer-oriented approach. 

What You’ll Do: 

• Manage the daily operations of the CS SMB Spanish Save motion and Winback motion across metric pacing, productivity, and process adherence. 
• Maintain insightful reporting to guide decision-making and communicate team progress and attainment to upper management
• Coach and support skill development regarding customer success attributes, risk mitigation strategies, soft skills, knowledge attainment, and daily workload management techniques
• Gain a strong understanding of our product mix and how it generates value for our customers
• Resolve customer escalations by thoroughly investigating issues, developing solutions and managing these situations through resolution
• Coordinate and collaborate cross-departmentally to identify, develop, and launch process enhancements and departmental initiatives

What We’re Looking For: 

• 3+ years of experience in a customer-facing experience in consulting, customer success, sales or support roles
• Ability to manage and influence through persuasion, negotiation, and consensus building with both internal and external stakeholders
• Demonstrated ability to achieve business goals through the management of performance objectives
• Strong empathy for customers while possessing a deep understanding of revenue and growth in a SaaS business
• Proven decision-making and problem-solving abilities
• An enthusiastic, positive, solution-oriented and creative leader with the ability to inspire others
• Demonstrates a desire for continuous learning and improvement