Sr. Manager - Customer Success

Zell Education is seeking an experienced leader to head our Customer Success vertical. Please find the role details below.

Key Responsibilities:

• Customer Experience Management: Monitor and enhance customer interactions to ensure a seamless and high-quality service experience.
• Escalation Management: Handle complex customer issues and escalations, ensuring prompt and effective resolution.
• Process Optimization: Identify gaps in the customer service process and drive initiatives to improve response times and resolution rates.
• Cross-functional Collaboration: Work closely with product, sales, and marketing teams to align customer support efforts with business goals.
• Data Analysis & Reporting: Utilize customer insights and analytics to measure performance, identify trends, and implement data-driven improvements.
• Customer Feedback & Retention: Gather and analyze customer feedback to drive service enhancements and improve customer retention rates.
• Team Leadership: Lead, mentor, and manage a team of customer service professionals to maintain high performance and engagement levels

Requirements:

• Bachelor's degree in Business Administration, Management, or a related field (MBA preferred).
• 7-8 years of experience in customer service, with at least 3 years in a managerial role within the EdTech or related industry.
• Strong leadership, communication, and interpersonal skills.
• Experience in handling customer escalations, complaint resolution, and crisis management.
• Proficiency in CRM tools (Salesforce, Leadsquare or similar).
• Analytical mindset with a data-driven approach to decision-making.