Manage customer relationships, acting as the primary point of contact for inquiries and escalations
Collaborate with IT and operations teams to streamline fulfillment processes to ensure customer satisfaction
Provide actionable insights from customer feedback to drive improvements
Ensure timely and efficient resolution of customer issues
Monitor and analyze customer service metrics to improve performance
Handle complex or escalated customer complaints
Provide regular reports on customer support activities to senior management

BA/BS degree in Business Administration, Information Technology, or similar preferred
Minimum 3 years of Customer Success Manager experience
Experience in the ecommerce fulfillment industry preferred
Ability to read, write, and clearly communicate in English
Excellent communication, conflict resolution, and negotiation skills
Excellent time management and project management skills
High level of sound and independent judgment and reasoning
Able to recognize mistakes and correct your own actions

Customer Success Manager

Key skills