**Job Title:** Remote Customer Success Manager
**Company:** Time Warner Cable
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
**Application Deadline:** ********
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**Job Description:**
Time Warner Cable is seeking a highly motivated and resourceful Remote Customer Success Manager to join our dynamic team based in Brisbane, Queensland. In this part-time position, you will serve as the primary point of contact for our customers, ensuring they get the most value from our products and services while fostering long-term relationships. You will work closely with both internal teams and external stakeholders to drive customer satisfaction and retention.
**Key Responsibilities:**
1. **Customer Onboarding & Training:**
- Facilitate onboarding processes for new customers, guiding them through account setup and product usage.
- Educate customers on features, best practices, and resources available to maximize their satisfaction.
2. **Account Management:**
- Proactively manage a portfolio of accounts to achieve retention and upsell targets.
- Conduct regular check-ins and business reviews with customers to assess their needs and satisfaction levels.
3. **Issue Resolution:**
- Serve as the point of escalation for any customer issues, ensuring timely resolution and communication.
- Collaborate with technical support, product, and engineering teams to troubleshoot and resolve complex customer concerns.
4. **Performance Analysis:**
- Analyze customer usage data to identify trends and potential growth opportunities.
- Prepare and present customer insights and performance metrics to stakeholders, making recommendations for improvement.
5. **Relationship Building:**
- Develop and maintain strong, long-term relationships with key customer stakeholders.
- Act as a trusted advisor, offering insights that guide customers to product enhancements and strategic growth opportunities.
6. **Collaboration:**
- Work closely with sales, marketing, and product teams to share customer feedback and advocate for customer-centric improvements.
- Support the development of customer success resources, including training materials and documentation.
7. **Continuous Improvement:**
- Identify opportunities for process and service improvements based on customer feedback.
- Stay informed on industry trends, competitive landscape, and best practices in customer success management.
**Requirements:**
- **Experience:**
- Minimum of 7 years of experience in customer success, account management, or related fields.
- Proven track record in developing customer relationships and driving customer satisfaction initiatives.
- **Education:**
- Bachelor's degree in business, communication, or a related field preferred.
- **Technical Skills:**
- Proficiency in CRM software and customer support tools.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- **Personal Attributes:**
- Highly resourceful and independent; able to manage tasks with minimal supervision.
- Excellent problem-solving skills; able to think creatively to overcome challenges.
- **Soft Skills:**
- Strong teamwork orientation; ability to collaborate effectively across departments.
- Exceptional presentation skills; confident in communicating findings and recommendations to various audiences.
**Benefits:**
- Gym membership to promote work-life balance and personal wellness.
- Employee discounts for various products and services.
- Provision of company equipment to facilitate seamless remote work.
**Working Environment:**
At Time Warner Cable, we uphold the highest standards of ethical conduct and integrity. We strive to create an inclusive and supportive work environment where all employees feel valued and respected.
**Equal Opportunity Statement:**
Time Warner Cable is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
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If you are passionate about customer success and subscribe to a strong sense of integrity while working collaboratively to enhance customer experiences, we want to hear from you! Please submit your application by the deadline, ******** .How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
