Customer Insights & Resolution: synthesize quantitative and qualitative data (CSAT, NPS, ticket trends, root-cause analyses) to identify systemic issues and track resolution progress.
Premium CS: design and implement workflows, SLAs, tooling, and reporting specific to premium customer segments; coordinate escalation paths and concierge services.
Projects: end-to-end management of CS projects (process, tooling, templates, KB, automation pilots), including scoping, stakeholder alignment, delivery, and post-implementation measurement.
Requirements
Project management: strong experience with project planning, Agile/sprint approaches, risk management, and stakeholder management.
Data-driven problem solving: competent with data analysis and translating insights into action.
Process design: experience mapping workflows, defining SLAs, and implementing operational changes.
Communication & influence: excellent written and verbal communication; can influence without direct authority and run cross-functional meetings.
