Customer Success Manager

Job Summary: We are seeking a highly skilled and experienced Customer Success Manager to build and lead our team of agents based in India. The Customer Success Manager will be responsible for building a high-performing team to ensure that our customers receive high-quality support for Monarch products over chat and phone. The primary goal of this role is to ensure high customer satisfaction and timely resolution of issues, while also empowering our customers to self-service their issues first.Responsibilities:Staff and properly resource a 24/7 support organization that is available globally to meet Monarch customer needs.Set performance goals for the team and ensure that they are met or exceeded.Define and implement a scalable support model to accommodate growth and changing customer needs.Develop and maintain customer service procedures, policies, and standards to ensure consistency and quality of service.Continuously improve the support process, tools, and resources to ensure efficiency and effectiveness.Own the Key Performance Indicators (KPIs) for customer support and regularly report on performance against these metrics.Empower customers to self-service resolve their issues by providing them with the necessary resources and guidance.Train and coach agents on effective communication and problem-solving techniques to improve their performance.Build and maintain strong relationships with customers to ensure loyalty and retention.Collaborate with cross-functional teams, including Engineering, Product Management, Service, Delivery Operations, Manufacturing, and 3rd Party Dealers, to identify and resolve customer issues.Manage and maintain a positive and supportive team culture, encouraging collaboration and accountability.Qualifications:Bachelor's degree in business, management, or a related field.Minimum of 5 years of experience in customer support or related fields.Experience building and managing a team of agents in a fast-paced environment.Excellent communication and interpersonal skills.Strong analytical skills with the ability to analyze data, identify trends, and develop insights.Proficient in using customer support tools such as Zendesk, Freshdesk, or similar.Ability to prioritize and manage multiple tasks in a fast-paced environment.Knowledge of Agriculture Products and Farming is a plus.Knowledge of the Monarch product line or similar technical field is a plus.Flexibility to work in different time zones.