Senior Manager, Customer Service , Blink
DESCRIPTION
Blink, a leading provider of camera-based home security solutions, is seeking an experienced and innovative Senior Manager of Customer Service to join our dynamic Customer Service organization. In this pivotal role, you will lead our Customer Success team and be responsible for setting the strategic direction to ensure our customers have a seamless, exceptional experience with our world-class products and services.
As the Senior Manager of Customer Success, you will play a central part in identifying and driving the changes necessary to improve operational and organizational efficiency. You will develop strategic partnerships with cross-functional teams to provide valuable insights, influence the product roadmap, and maximize the end-to-end customer experience - a core tenet of Blink's customer obsessed leadership philosophy.
Key job responsibilities
- Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction
- Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience
- Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model
- Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence
- Use data-driven insights to make informed decisions and implement proven customer success best practices
- Represent the voice of the customer and serve as a strategic partner to key stakeholders
- Measures, achieves and communicates agreed-upon key performance indicators
- Understands and addresses customer experience outliers in real-time
- Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership
- Collaborate directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows evolving the customer experience
A day in the life
As the Senior Manager of the Customer Success team at Blink, your day is filled with strategic responsibilities to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement. You then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams. This allows you to advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience. You’ll streamline processes, optimizing resources, and drive continuous improvements building and nurturing a high-performing team of technical customer service professionals fostering a culture of innovation and excellence, recognizing achievements and providing coaching to your team.
About the team
Blink is in the home security business to provide customers affordable products that protect their home and loved ones. Blink’s CS team delights our customers and improves their experience with our product trough outstanding service and customer obsession. The Sr. Manager Customer Success reports directly to Blink’s Head of Customer Service and leads the Customer Success team within our CS org, making sure we deliver against our promise of exceptional service.
BASIC QUALIFICATIONS
- 10+ years experience managing Contact Center Technical support teams for consumer products
- 10+ years experience managing Customer Success teams within a tech company, for consumer products
- Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives
- Excellent communicator both verbally and written with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive)
- Applied experience with CSAT methodologies, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES
- Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc.
- Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.)
PREFERRED QUALIFICATIONS
- Fluent in Spanish both written and verbal
- Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports
- Demonstrated track record of building teams and designing processes to improve customer experience
- Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs
- Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment
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