Senior Manager of Customer Success

📋 Description

• • As the Senior Manager of Customer Success & Product Quality at Vantage Analytics Inc., you will be instrumental in safeguarding and elevating the technical integrity and overall success of our cutting-edge retail media platform. This pivotal role serves as the crucial nexus between our esteemed enterprise retail partners and our internal Product and Engineering departments, ensuring a seamless and high-value experience for all stakeholders.
• • You will lead and mentor a dedicated team of Customer Success Managers, fostering an environment of technical expertise, proactive problem-solving, and exceptional client support. Your leadership will extend beyond managing day-to-day operations to actively designing and refining the systems that guarantee our technology operates at its zenith.
• • A core responsibility will be to champion the "Product Quality" function. This involves a proactive approach to identifying systemic risks within the platform, meticulously optimizing implementation workflows, and ensuring that every technical interaction a Brand or Retailer has with Vantage is not only smooth but also profoundly valuable.
• • You will establish and uphold the highest standards for technical support and platform implementation. This includes defining and meticulously tracking key performance indicators (KPIs) such as Service Level Agreements (SLAs), Time-to-Resolution for issues, and Quality Scores, all of which will serve as critical metrics for measuring our collective success and identifying areas for continuous improvement.
• • Acting as the "Voice of the Product" to our clients and the "Voice of the Client" to our Engineering teams, you will possess the unique ability to translate complex, real-world client challenges into clear, actionable technical requirements and product enhancements. This dual advocacy is essential for driving product evolution and client satisfaction.
• • Your strategic problem-solving skills will be paramount. You will be tasked with looking beyond individual support tickets to identify recurring patterns and "clusters" of friction within the platform. By leading cross-functional initiatives, you will drive the elimination of these persistent product pain points, thereby enhancing the overall user experience and platform reliability.
• • As a senior leader, you will serve as the primary escalation point for the Customer Success team, offering expert technical guidance and mentorship. Furthermore, you will be responsible for developing comprehensive documentation and training materials that are designed to scale effectively as our client base and product complexity grow.
• • You will conduct thorough audits and implement strategic optimizations of our Customer Experience (CX) technology stack, including tools like Jira, Zendesk, and Freshdesk. The goal is to ensure data integrity, streamline cross-departmental communication, and enhance overall operational efficiency.
• • A key aspect of your role will involve close collaboration with Product Managers throughout the development lifecycle. You will conduct critical "supportability" audits to ensure that new features are robust, well-documented, and fully prepared for real-world deployment before they are launched to clients.
• • You will be responsible for designing and implementing sophisticated, multi-stakeholder workflows for issue resolution, ensuring seamless collaboration between Retailers, Brands, and internal Operations teams.
• • Conducting in-depth root-cause analysis (RCA) on product failures or significant client friction points will be a regular duty. You will present your findings and recommendations to senior leadership, providing data-driven insights to influence the long-term product roadmap and strategic direction.
• • You will lead the technical communication strategy for our most high-priority retail partners, ensuring executive-level clarity and confidence during complex implementations, system updates, and critical issue resolution.
• • Developing comprehensive "Product Quality" reporting for Quarterly Business Reviews (QBRs) will be essential, demonstrating the stability, reliability, and tangible value of the Vantage platform through robust data analysis.
• • You will own the overarching strategy for both internal and external Knowledge Bases, ensuring that documentation is not merely current but strategically architected to proactively reduce support volume and empower users.
• • You will create and lead advanced training sessions for internal teams, focusing on complex platform features, effective troubleshooting protocols, and best practices for customer engagement.
• • This role demands a proactive, strategic, and technically adept leader who can bridge the gap between client needs and product development, ensuring the continued success and growth of Vantage Analytics' retail media platform.