Customer Success Supervisor

Location:  Montreal

Position Type:  Full-Time

Job Summary

•    Build and manage a strong Customer Success team
•    working with senior leadership to analyze current processes and identify opportunities to improve processes
•    Develop new innovative solutions to constantly improve customer experience
•    Collaborate with various sales and support teams to ensure effective communication and applications are competed in a timely manner
•    Closely monitor incomplete applications pipeline to ensure all files are actioned in a timely manner
•    Work with solutions teams to develop systems to increase efficiency and scalability
•    Ensure all Customer Success activities are aligned with the overall strategic objectives of the organization
•    Handle escalation calls when necessary
•    Establish best-practice processes for online customer applications ensuring minimal backlogs
•    Ensure proper follow-up of any customer inquiries and issues are conducted in an efficient manner
•    Create a sense of urgency within the Customer Success department in regards to collecting missing information and documentation
•    Create and monitor KPIs related to the Customer Success team activities in order measure and manage productivity
•    Work effectively with sales and marketing departments to create new processes to facilitate the daily operations
•    Support training initiatives as required;
•    Lead regular team meetings to ensure that the team has a full understanding of tasks and targets to achieve;

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