Manager, Customer Success, Account Leaders & Product Operations
New
K
KobieCustomer loyalty
Listing location: St. Petersburg, Florida / Chicago, Illinois / Atlanta Georgia / Washington, D.C. / Nashville, Tennessee / Indianapolis, Indiana / Boston, Massachusetts / Jersey City, New JerseyFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Five or more years of leadership experience in customer success, client services, account management, contact center operations, product operations, program management, or related disciplines preferred.
- Required Skills
- Product OperationsCustomer SuccessAccount ManagementClient relationship management
Requirements
- Bachelor's degree or equivalent business experience preferred.
- Five or more years of leadership experience in customer success, client services, account management, contact center operations, product operations, program management, or a related discipline preferred.
- Demonstrated ability to lead teams, influence stakeholders, develop future leaders, and drive accountability across business functions.
- Ability to analyze operational performance, client trends, forecasting data, customer insights, and business results and develop actionable recommendations.
- Strong understanding of client relationship management, program performance, operational execution, vendor management, and strategic planning.
- Strong communication and presentation skills.
- Strong de-escalation and conflict-resolution abilities.
- Strong leadership and coaching capabilities, with the ability to influence and drive results through others.
- Ability to work autonomously and with accountability.
Responsibilities
- Lead, manage, develop, coach, and mentor Account Leaders and Product Operations team members.
- Set performance expectations and ensure accountability for responsiveness, accuracy, communication quality, execution, and client satisfaction.
- Lead client relationships and oversee timely, accurate client communications, reporting, presentations, and deliverables.
- Lead Executive, Quarterly, and Monthly Business Reviews, governance meetings, and strategic planning sessions.
- Serve as the primary client escalation point before Senior Director involvement and ensure issues and risks are addressed proactively.
- Oversee Voice of the Customer reporting, customer experience insights, operational trend analysis, and client recommendations.
- Lead Product Operations activities, including forecasting, redemption planning, inventory risk identification, partner management, and operational readiness.
- Partner with vendors, fulfillment providers, clients, and internal departments to improve performance and resolve operational challenges.
- Drive process improvement through automation, process optimization, and technology enhancements.
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