Job Summary:

Ensures an environment to deliver superior customer service

Responsibilities:

• Directs and manages the day-to-day work of the in-house support team including scheduling, progress monitoring, and professional development.
• Uses data and metrics to drive process evaluation and improvement to increase team efficiency.
• Builds and executes customer engagement plans for target growth segments.
• Coaches team and creating environment to deliver superior customer service.
• Identifies upsell opportunities and works to convert customers to new tools and higher revenue packages.
• Collaborates closely with the marketing team to institute effective and creative customer engagement and marketing opportunities.
• Trains, mentors and grows team to create a culture of retention and revenue growth.
• Fosters an environment that is reflective our Client's environ...