Responsibilities
- Guide and support Customer Success Managers to enhance customer satisfaction, retention, and relationship quality
- Review customer communications including calls, emails, and task records to deliver actionable feedback
- Create personalized coaching strategies based on individual performance data and team objectives
- Work with leadership to identify skill gaps, training priorities, and opportunities for ongoing improvement
- Facilitate training workshops and refresher sessions to uphold performance standards and best practices
- Ensure consistency in coaching records and feedback mechanisms
- Monitor, document, and evaluate the impact of coaching efforts and performance patterns
Other
- Must align with a US time zone (night shift) schedule
- Must present original coaching/training materials during the hiring process
