Senior Customer Success Manager

Published on November 7, 2024 by Marianna Buryakova

Job Summary

The Senior Customer Success Manager (Volunteer) will be responsible for ensuring the long-term success and satisfaction of our members. You will build and maintain strong relationships with our members, understand their needs, and proactively address any challenges they may face. Your dedication and expertise will be instrumental in fostering customer loyalty, increasing engagement, and driving positive outcomes for both our customers and the organization. 

Key Responsibilities

  • Relationship Management: Develop and nurture strong relationships with key customer stakeholders. Serve as their primary point of contact and advocate within the organization.
  • Onboarding and Training: Lead the onboarding process for new members, ensuring they have a smooth and positive experience. Provide ongoing training and support to help them maximize their engagement with our organization. 
  • Customer Satisfaction: Monitor and assess customer satisfaction levels. Proactively identify and resolve any issues or concerns. Gather feedback to improve our programs and services. 
  • Retention and Growth: Implement strategies to increase customer retention and expand their engagement with our organization. Identify opportunities for upselling or cross-selling relevant programs. 
  • Data Analysis: Track and analyze key customer success metrics. Use data to identify trends, opportunities, and areas for improvement. 
  • Collaboration: Work closely with internal teams, including program staff, development, and marketing, to ensure a seamless customer experience. 

Qualifications

  • Experience: related experience is a plus. 
  • Passion: A strong commitment to our organization's mission and values. 
  • Communication Skills: Excellent written and verbal communication skills, with the ability to build rapport and influence others. 
  • Problem-Solving: Proven ability to identify and resolve complex issues in a timely and effective manner. 
  • Team Player: Ability to collaborate effectively with colleagues across different departments. 

Benefits of Volunteering

  • Make a Meaningful Impact
  • Gain Valuable Experience
  • Expand Your Network 
  • Professional Development
  • Personal Fulfillment

To Apply

Please submit your resume and cover letter to President@pwnnetherlands.net. Please include "Senior Customer Success Manager" in the subject line of your email.