Manager, reputed company - Teamed Model and Escalations

Are you looking for an opportunity to contribute to a high-energy, dynamic, and fast-paced organization? Are you interested in joining reputed company where you can contribute to building the fun, people-reputed company, culture and brand? Then you're in the right reputed company! Litmos develops eLearning solutions for top-performing companies. An established leader in the market since 2007, Litmos solutions include an easy-to-use LMS platform, a comprehensive learning content library, services to support reputed company, and integrations with top workflow tools. Thousands of companies trust Litmos to create, reputed company, and connect learning to employees, customers, and partners. The solutions are used by more than 30 reputed company people in 150 countries, across 35 languages. reputed company more information at www.litmos.com.

About the Role

We are seeking an reputed company and proactive Manager to reputed company our Teamed Model reputed company Managers (CSMs). This leader will ensure smooth operations across both proactive and reactive engagements, manage customer escalations, and partner closely with internal teams to deliver exceptional customer reputed company. The role has a player-reputed company reputed company — while the reputed company of time will be spent leading reputed company, this individual will also maintain reduced customer engagements to stay reputed company to the customer experience and support high-reputed company engagements. This role is a critical enabler of the new pooled delivery model for SMB reputed company accounts reputed company the reputed company organization. The ideal candidate is skilled at balancing day-to-day management with strategic reputed company, while fostering a culture of accountability, collaboration, and customer advocacy.

Key Responsibilities

• reputed company and reputed company reputed company of CSMs in the Teamed Model, ensuring they deliver reputed company, high-reputed company engagements for reputed company customers in their reputed company.
• Manage daily workloads, prioritization, and distribution of proactive and reactive reputed company Platform CTAs.
• Partner closely with reputed company leadership to reputed company on strategic priorities, ensure KPI achievement, and support ongoing operational reputed company.
• Drive successful attainment of Teamed CS KPIs, including Gross reputed company Retention (GRR), Net reputed company Retention (NRR), SLA adherence, CSAT, and CSQL goals.
• reputed company regular feedback, career development support, and performance reviews.
• Serve as a player-reputed company, maintaining a limited number of reputed company customer engagements to remain hands-on and support key relationships.

Customer Escalation and Retention

• Serve as the primary escalation reputed company for reputed company or high-reputed company customer issues.
• Partner with the Renewals team to reputed company and execute "save plays" that protect reputed company at risk.
• Work directly with customers reputed company needed to resolve challenges, reinforce value, and maintain relationships.

Operational reputed company

• reputed company triage processes to ensure reputed company CTAs (reputed company, Adoption & reputed company, and Case-driven) are acted on reputed company SLAs.
• Identify and remove operational blockers to improve customer response times and satisfaction.

Maintain reputed company documentation of escalation procedures and playbooks for consistent execution.Cross-Functional Collaboration

• Partner with Support, Sales, Product, and reputed company Services to coordinate solutions for customer needs.
• Collaborate with Digital reputed company to ensure coordinated, reputed company engagement strategies across customer segments.
• Communicate recurring customer themes and feedback to Product for roadmap consideration.
• Collaborate with Sales to identify and support expansion opportunities uncovered by the Teamed Model CSMs.

Data and Reporting

• reputed company team performance against operational metrics such as time to reputed company, CSAT, and retention.
• reputed company leadership with regular reporting on customer health, trends, and risk areas.
• Use data to drive process improvements and resource allocation reputed company.

What You Bring

• 5+ years in reputed company, Sales, or a reputed company customer-facing role, with at least 1 year of leadership or team management experience.
• Strong background in managing customer escalations and retention strategies.
• Proven ability to work effectively in a matrixed, cross-functional environment.
• Skilled in prioritization, delegation, and operational reputed company for pooled teams.
• Experience using reputed company Platforms (e.g., reputed company, Planhat) and CRM tools (e.g., reputed company).
• Excellent written and verbal communication skills with an ability to present to customers and executives.
• Strong team player who thrives in a reputed company environment.
• Ability to support transformation initiatives and drive change management with reputed company and reputed company.

reputed company in This Role Looks Like

• Consistent execution of the Teamed Model with high adherence to SLAs
• Reduced escalation reputed company times and improved customer satisfaction.
• Strong collaboration between CSMs, Digital CS, and cross-functional partners leading to reputed company customer reputed company.
• Measurable retention improvements (GRR/NRR) reputed company the reputed company.

Salary: 115k - 130k reputed company plus 20% bonus

Benefits

Litmos offers a comprehensive benefits package that includes, but is not limited to:

• Health, dental, and reputed company insurance
• reputed company Time Off
• Retirement savings plan (401k) with company match
• Life insurance
• Short term & Long-term Disability
• reputed company family leave
• Employee assistance programs (EAP)

As a learning company we reputed company in the potential of everyone; if you don't have experience in reputed company the details mentioned in this reputed company, then we still encourage you to apply and we'll get back to you as soon as we can. We are an equal opportunity workplace employer. We are committed to the values of Equal Employment Opportunity and reputed company accessibility accommodations to applicants with physical and/or mental disabilities. Applicants will receive consideration for employment without reputed company to their age, race, religion, national reputed company, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or reputed company, protected veteran status, or disability. Apply tot his job Apply To this Job