Also referred to as:
Customer Success/Onboarding Supervisor
Requirements and Responsibilities
Customer Success Supervisor supervises and supports a team of customer success representatives that provide guidance and technical expertise to leverage the organization's products or services to achieve the customer's business objectives. Oversees customer training and onboarding to facilitate smooth product adoption and build a strong customer relationship foundation. Being a Customer Success Supervisor monitors and delegates work flow to resolve incoming issues. Proactively identifies customer needs and challenges and utilizes extensive product knowledge and problem-solving skills to develop solutions and resolve concerns. Additionally, Customer Success Supervisor coordinates with internal teams to develop resources, solutions, and tools to improve customer experience, engagement, and outcomes. Delivers feedback and advocates for solutions, product enhancements, and other actions to meet the needs of customers and ensure satisfaction and retention. Typically requires a bachelor's degree. Typically reports to a manager. The Customer Success Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Customer Success Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes.
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