Job Description
Welcome to Nexus Global Solutions, where we redefine the standard of excellence in Business Process Outsourcing. We are seeking a dynamic Senior Customer Success Manager to join our elite team in Austin. In this pivotal role, you will be the bridge between our clients and our cutting-edge service delivery. You won't just be answering tickets; you will be building enduring partnerships, driving retention, and ensuring our high-value clients achieve their business goals through exceptional support.
Why Join Us?
- Competitive compensation package with performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Professional development and leadership training programs.
- Modern, open-office environment with flexible scheduling options.
Responsibilities
- Lead complex client interactions and resolve high-stakes escalations with poise and efficiency.
- Utilize Salesforce and Zendesk to track customer health scores and implement proactive retention strategies.
- Conduct quarterly business reviews (QBRs) to align service delivery with client KPIs and growth targets.
- Collaborate cross-functionally with technical teams to drive product improvements based on client feedback.
- Mentor junior representatives, fostering a culture of continuous improvement and high performance.
Qualifications
- 3+ years of experience in a high-volume BPO or Customer Success environment.
- Proven track record of managing key accounts and exceeding retention targets.
- Advanced proficiency in CRM software (Salesforce, HubSpot, or Zendesk).
- Strong problem-solving skills with the ability to navigate complex client scenarios.
- Bilingual (English/Spanish) is a significant plus for our diverse client base.
- Must be available to work rotational shifts to support US time zones.