Customer Success Manager

Nsight Health - Dallas, TX

Full-time - Mid Level

Dallas, TX

About the position

The Customer Success Manager at Nsight Health plays a pivotal role in shaping the Customer Support Department, focusing on improving support quality, response times, and overall team effectiveness. This position involves designing, implementing, and maintaining support processes to ensure the successful operation of customer support, meeting business SLAs, and providing value to clinics and patients. The role requires strong leadership to motivate a team of customer support representatives and enhance customer satisfaction through strategic initiatives and process improvements.

Responsibilities

• Lead and motivate a team of customer support representatives to achieve and exceed performance targets.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Continuously evaluate and optimize customer support processes to increase efficiency and effectiveness.
• Conduct regular training sessions to ensure customer support representatives are equipped with necessary skills.
• Develop and maintain a comprehensive understanding of service level agreements (SLAs) related to customer support.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of the customer support team.
• Handle escalated customer issues, ensuring timely resolution and maintaining a positive customer experience.
• Foster open communication channels between the customer support team and other departments.

Requirements

• Bachelor's or Master's degree in a related field (e.g., business, management) preferred.
• Proven experience (5-10+ years) in customer support or service roles.
• At least 2-3 years in a managerial or supervisory position.
• Familiarity with customer support software and CRM systems (HubSpot Service Hub, Zendesk, etc.).
• Demonstrated experience in successfully managing and improving SLA adherence in a customer support environment.
• Strong communication and collaboration skills.
• Exceptional leadership and interpersonal skills.

Nice-to-haves

• Experience with data analysis to drive performance improvements.
• Ability to thrive in a fast-paced, dynamic environment.

Benefits

• Health insurance coverage
• Paid holidays
• Professional development opportunities