Offer summary

Qualifications:

Proven experience in similar roles with foreign clients and remote teams, Extensive background in finance & accounting, People management experience in BPO or Shared Services, Highly organized, self-driven, and proactive nature, Excellent communication, leadership, and interpersonal skills.

Key responsabilities:

Develop and manage client portfolios and support teams

Analyze customer data to enhance the customer experience

Improve client training programs and tutorials

Resolve customer concerns and minimize churn

Contribute to product offering development

Job description

This is a remote position.

Job Summary

The Outsourcing Partners was established as an Impact Sourcing organization in March 2020. Due to the ongoing expansion of the organization, we are looking for a technically Customer Success Manager who possesses a strong drive for results. Duties for the Customer Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding of new clients and their teams, and minimizing churn.

You should also be able to provide insights on client to business interactions, and improve customer experience through operational support, and handle customer complaints and requests.

The successful candidate must be social, analytical, possess an aptitude for learning and using new software and tools, be able to communicate clearly and effectively, and needs to have a solid and proven background in managing finance & accounting support teams in a BPO or Shared Services setting.

The ideal Customer Success Manager should engage with our Business Partners, maximize value, and create strategies to grow existing and new teams

Responsibilities:

● Develop and manage client portfolios.
● Point of contact for delivery and operations concerns and queries for both client and support teams.
● Sustain business growth and profitability by maximizing value.
● Analyze customer data to improve customer experience.
● Handle onboarding process for clients and remote support teams.
● Evaluate and improve client training programs, tutorials, and other communication infrastructure.
● Evaluate and improve customer experience by establishing KPIs and performance monitoring methods.
● Identifying ways to improve client experiences, mediate between Business Partners and organization.
● Handle and resolve customer requests and concerns.
● Minimize customer churn.
● Aid in product offering development.

Requirements

● Proven experience as a Customer Success Manager, or similar operations roles working with foreign clients and remote teams.
● Extensive background in finance & accounting.
● People management experience in a BPO or Shared Services environment.
● Highly organized and able to multi-task.
● Self-driven and proactive nature.
● Excellent communication and interpersonal skills.
● Demonstrate leadership qualities.
● High computer literacy and ability to learn new tools and software.
● Knowledge of customer success processes.