Customer Success Manager/Officer
JOB DESCRIPTION
As Customer Success Officer for an award-winning Software as a Service (Saas) platform, Panalo Express, you will be responsible for supporting and fostering agent loyalty and establishing close long-term client relationships. You will also be responsible for monitoring the agent’s lifecycle and use the perspective acquired from this to add value to both agents’ and the company’s success.
RESPONSIBILITIES
- Manage a portfolio of 200 micro entrepreneurs to drive activation, adoption, and usage of the Panalo Express services to meet growth targets.
- Build and maintain relationships with agent accounts.
- Liaise with partners on promos and programs that will be beneficial in driving sales and usage among assigned agents.
- Implement, train, and coach agents on best practices, to ensure that growth and usage targets are met and maintained.
- Analyze agent engagement and usage data to be able to identify actionable insights for KPI reporting.
- Lead regular business reviews as means to position yourself as a strategic advisor to assigned agents.
- Identify areas for improvement and process improvements in the existing customer experience journey that will continuously complement and fit with the business goals.
- Monitor daily agent performance and usage, proactively address any issues, and act as the person-in-charge for escalations.
QUALIFICATIONS
- 3+ years experience in account management, customer service, customer success, customer experience or any related roles. Experience in the FMCG space is a plus.
- Exceptional communication skills, both oral and written.
- 1+ years experience in managing a team
- High level of integrity and strong commitment to building a successful agent network.
- Ability to work independently and within teams in an agile environment
- Strong client-facing and troubleshooting skills.
- Strong analytical skills, including the ability to adapt a measured approach in spite being in a fast-paced environment.
- A strong commitment to continuous process improvement initiatives
- Ability to solve problems creatively.