Senior Customer Solutions Manager
2 semanas atrás
The Senior Customer Solutions Manager will be responsible for leading a team of managers and aspiring managers, overseeing day-to-day operations to achieve key performance indicators (KPIs) and objectives and key results (OKRs). This role will promote initiatives to improve efficiency and customer experience.
Key Responsibilities- Manage a team of managers and aspiring managers, providing ongoing feedback to support their growth and development.
- Monitor team performance, tracking KPIs and OKRs, and conducting data-driven analyses to inform decision-making.
- Identify areas for operational improvement, developing and implementing plans to enhance efficiency and customer satisfaction.
- Communicate the company's mission, vision, and values to internal stakeholders, fostering an environment that prioritizes customer satisfaction and employee happiness.
- Manage workforce activities, including forecasting volume, resource allocation, and backlog management to optimize resource utilization.
- Collaborate with the recruitment team to identify staffing needs and support hiring processes.
- Develop and promote operational changes to improve customer retention and satisfaction across various segments.
- Serve as the primary point of contact for critical bugs or outages requiring communication with customers.
- Team-oriented leadership skills with high levels of accountability.
- Ability to remain calm under pressure, prioritize tasks, and manage time effectively.
- Strong understanding of the company's structure and ability to interact with other functional areas effectively.
- Project management skills, solution orientation, and ability to teach/mentor.
Pipedrive is a value-driven company that prioritizes people, offering a lively and international work environment with offices across Europe and the US. We're passionate about getting things done while maintaining a relaxed atmosphere, providing a world-class working environment with nice perks and opportunities for personal and career growth.
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