Support customer success by maximizing client outcomes through effective communication and collaboration across departments.
About this role
Within Geniee’s Marketing SaaS business, this role leads customer success for GENIEE CHAT, combining chatbots and staffed chat. It begins with CHAT Tech Support and is expected to expand to CHAT Onboarding. The team delivers performance-based BPO services, taking client needs through requirements definition, design and build, technical issue resolution, and outcome verification. Responsibilities include assignment and capacity planning; coaching and performance management; workflow standardization; KPI/KGI design and analysis; review of difficult cases; coordination with development, sales and consulting; and reporting to senior leaders. Alongside management, the role handles selected important cases and builds repeatable operations. Applicants need experience managing at least five people, improving productivity or quality through workflow or operations design, using KPI/KGI data to drive targets, and reporting or making proposals to executives or senior management. They also need at least two years in one or more of customer success, technical or product support, existing-customer sales for intangible offerings, or advertising operations and customer communications.
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