Customer Success Manager

FUNCTION

The Customer Success Manager will oversee the daily operations of the Customer Success department. You are a champion for customers and a creative problem-solver who can use or tweak existing tools to attack new problems as we grow. You have a passion for leading a team, are a natural motivator, and enjoy helping others.

RESPONSIBILITIES & DELIVERABLES

• Manage and grow a team of customer-obsessed professionals in the areas of customer support, community support, and customer success
• Serve as the first point of escalation for any complex or intricate customer issues or troubleshooting
• Have a constant finger on the pulse of the progress and ‘health’ of all users across the organization
• Supervise daily operations in the Customer Success department and serve as a client success leader within the broader organization
• Collaborate effectively with cross-functional partners (Partnerships, Product, Marketing, Engineering, Operations) to drive success for our customers and Nifty’s
• Analyze and understand customer churn and work to implement solutions to remedy
• Make sure all communication with customers is done in a positive and accurate manner
• Build and manage a high-performing team by recruiting top tier talent, retaining and rewarding existing talent, managing resources effectively and efficiently
• Cross-communicate with departments on CS needs
• Actively coach, develop, and lead your team to maintain key KPIs (satisfaction score, response time, resolution time)--this could be through personnel changes or large scale process changes!
• Develop key metric reports which can be delivered to leadership
• Collect and analyze data to help support internal decisions
• Forecast the amount of CS reps needed through our off-peak and busy seasons
• Other ad-hoc tasks to assist our management & executive team
• Other duties as assigned

MINIMUM REQUIREMENTS

• 3-5 years experience in Customer Success, Customer Experience or Customer Support (Manager level)
• Experience leading and managing customer success/and or customer support teams
• Proactive, with ability to self-direct through multiple concurrent projects
• High sense of urgency, driven with ability to understand and prioritize initiatives
• A passion to solve market problems using technology
• Ability to collaborate and communicate effectively
• Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly
• High EQ and excellent interpersonal skills
• Previous experience using Zendesk is a bonus but not required.
• Previous experience with NFTs and/or cryptocurrency is a bonus but not required.

Other things to note:

Nifty’s, Inc. strives to be a best-in-class and equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

This job posting highlights the most critical responsibilities and requirements of the job. Other duties may be assigned as needed.

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