客户成功主管
Head of Customer Success
职位名称：客户成功负责人
地点：远程（全球）
公司：Pro Coffee Gear
Pro Coffee Gear 是一家快速发展的电子商务公司，处于咖啡设备行业的前沿。我们正在寻找一位经验丰富、积极主动的客户成功负责人，以领导和提升我们的全球客户体验职能。这个战略角色对于在整个客户旅程中推动满意度、忠诚度和运营卓越至关重要。
主要职责
客户成功领导
- 负责端到端的客户体验，并制定可扩展的客户成功策略以支持增长。
- 建立并跟踪与业务目标一致的关键绩效指标（KPI）、流程和团队目标。
- 组建、管理并指导一支高绩效的客户成功团队，包括支持、售后和客户服务协调。
销售赋能与渠道协调
- 通过电子邮件、短信和社交平台的客户沟通，赋能咨询式销售流程。
- 监督使用 Shopify、QuickBooks 和其他工具进行报价和发票的准确及时创建。
- 在营销和销售团队的协作下，支持第三方和社交电商销售渠道。
售后运营与售后服务
- 管理客户入职和设备安装，协调技术服务中心进行安装。
- 回应客户关于产品使用、服务需求和持续支持的咨询。
- 协助客户下单购买配件、滤网或零件，包括采购在线未列出的特殊物品。
物流、损坏与退货管理
- 主导与物流、损坏和退货索赔相关的客户沟通。
- 与物流团队合作，确保快速、清晰的解决方案，并优化相关流程。
流程改进
- 监控重复出现的运营痛点，识别自动化或流程优化的机会。
- 跨部门协作，实施提升内部效率和客户体验的改进措施。
任职要求
- 至少 5 年客户导向的运营或客户成功相关经验，其中至少 2 年在领导岗位。
- 有电商运营背景；熟悉 Shopify 和 QuickBooks 者优先。
- 出色的书面和口头沟通能力。
- 强大的分析和解决问题的能力，注重细节。
- 熟悉专业咖啡设备或精品咖啡行业者优先。
查看英文原文
Job Title: Head of Customer Success
Location: Remote (Global)
Company: Pro Coffee Gear
Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success to lead and evolve our global customer experience function. This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey.
Key Responsibilities
Customer Success Leadership
- Own the end-to-end customer experience and define scalable customer success strategies to support growth.
- Establish and track KPIs, processes, and team goals aligned with business objectives.
- Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination.
Sales Enablement & Channel Coordination
- Enable the consultative sales process through client communications across email, SMS, and social platforms.
- Oversee accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools.
- Support third-party and social commerce sales channels in coordination with marketing and sales teams.
Post-Sales Operations & Aftersales Support
- Manage client onboarding and equipment setup, coordinating installations with technical service partners.
- Respond to customer inquiries regarding product use, service needs, and ongoing support.
- Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online.
Shipping, Damage, and Returns Management
- Lead customer communications related to logistics, damages, and return claims.
- Work with logistics teams to ensure fast, clear resolutions and optimize related processes.
Process Improvement
- Monitor recurring operational pain points and identify opportunities for automation or process streamlining.
- Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.
Qualifications
- Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
- Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred.
- Outstanding written and verbal communication skills.
- Strong analytical and problem-solving skills with attention to detail.
- Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.
What We Offer
- A remote-first, globally distributed team and flexible work environment.
- The opportunity to lead a high-impact function within a fast-growing brand.
- A collaborative, passionate culture driven by innovation and a love for coffee.
Important: All applicants must submit their CV in English. Submissions in other languages will not be considered.
Originally posted on Himalayas