Senior Customer Solutions Manager

2 semanas atrás


Lisboa, Lisboa, Portugal Pipedrive Tempo inteiro
About the Role

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.
Requirements
  • 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.
Why Pipedrive?

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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