Digital Customer Success Manager

Description

We are seeking a dynamic and experienced Customer Experience Manager with a minimum of 5 years of experience in an offshore operating model. The ideal candidate will lead a team responsible for managing transactional customer engagements through standardized playbooks, ensuring exceptional service delivery. This role involves continuous improvement initiatives to feedback to leadership on performance metrics, what is working well, areas of improvement, and opportunities to enhance customer engagement.

Responsibilities

• Lead and manage a team of customer engagement specialists.
• Oversee the execution of transactional customer engagements using standardized playbooks.
• Ensure the team delivers high-quality customer interactions consistently.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Monitor and analyze customer interactions to ensure adherence to company standards and policies.
• Address and resolve complex customer issues escalated by the team.
• Work closely with leadership to implement changes and enhancements based on feedback and performance data.
• Track and report on key performance indicators (KPIs) related to customer experience.
• Conduct regular training sessions and performance reviews to foster team growth and development.
• Participate in regular meetings with leadership to discuss feedback, performance metrics, and strategic initiatives.

Required Qualifications / Skills

Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.