Responsibilities
- Guide and support Customer Success Managers to enhance client satisfaction, retention, and relationship handling
- Review customer communications including calls, emails, and task logs to deliver precise performance feedback
- Create personalized coaching strategies based on individual performance data and team objectives
- Partner with management to identify skill gaps, training requirements, and opportunities for team growth
- Facilitate training workshops and refresher sessions to uphold performance benchmarks and effective practices
- Ensure consistency in coaching records and feedback mechanisms
- Monitor, document, and assess the impact of coaching initiatives and performance patterns
Work Arrangement
Hybrid
Team
Works closely with leadership to advance team capabilities, training priorities, and ongoing performance enhancement
Other
- Must be capable of working in a hybrid work model
- Must be available to work on a night shift schedule aligned with a US time zone
- Must submit original coaching or training materials as part of the hiring process
