Position Summary
The Associate Manager of Customer Success is responsible for overseeing the daily operations of the customer success team, ensuring that performance targets are met and workflows are optimized. This role involves guiding associate supervisors, tier 1, and tier 2 staff, while also supporting the execution of strategies from senior leadership. The Associate Manager will play a key role in developing policies, processes, and training materials to enhance team efficiency, customer satisfaction, and overall service quality.
Primary Responsibilities
- Performance Management
- Supervise individual and team KPIs, including response times, resolution rates, customer satisfaction scores, and other metrics.
- Analyze performance data to identify trends and areas for improvement.
- Drive accountability by setting clear expectations and providing regular feedback to team members.
- Team Leadership
- Provide coaching, mentorship, and career development for supervisors and staff.
- Conduct regular one-on-one meetings to discuss performance, goals, and development opportunities.
- Develop a positive and collaborative team environment that aligns with what we value.
- Operational Oversight
- Develop and implement policies, workflows, and guidelines for the customer success team.
- Ensure adherence to company policies, procedures, and service standards.
- Handle sophisticated customer issues, providing timely and effective resolutions.
- Collaboration and Strategy Execution
- Work closely with senior leadership to complete strategies that improve efficiency, customer satisfaction, and employee engagement.
- Assist in creating and maintaining knowledge bases, training materials, and customer-facing documentation.
- Collaborate with other departments, such as product development and marketing, to address customer feedback and improve the overall customer experience.
- Compliance and Accountability
- Ensure team compliance with data privacy and security standards.
Core Competencies
- Behavioral
- Works on problems of defined scope where analysis of situations or data requires a review with limited factors.
- Independently facilitates communication across departments, ensuring key collaborators are advised, messages are clear, and teamwork is effective. Adapts communication style to different audiences and begins to resolve minor misalignments or misunderstandings.
- Technical
- Independently applies the competency to moderately sophisticated situations, selecting appropriate approaches, ensuring accuracy, and adapting knowledge to new contexts with minimal oversight.
- Applies functional expertise and knowledge of the subject matter to immediate projects.
- Leadership
- Proactively assesses team skills and performance through observations, feedback, and data, identifying areas for growth. Recommends relevant training opportunities and ensures alignment with team goals and organizational priorities.
- Independently handles most conflicts and makes decisions that balance team needs with interpersonal priorities. Applies sound judgment in resolving issues, advancing when appropriate, and providing well-reasoned recommendations to senior leaders.
- Strategic Influence & Business Acumen
- Applies knowledge of business drivers and customer needs to support decisions and recommend process improvements. Connects team efforts to organizational goals and finds opportunities for efficiency or given within their scope of work.
Required Qualifications, Knowledge, and Job-Related Skills
- Bachelor’s degree or equivalent experience.
- 7+ years of experience in similar role. Confirmed experience in handling benchmarks and supplying to drive team performance.
- Strong understanding of customer service principles, including customer satisfaction, retention strategies, and issue resolution.
- Strong communication skills to optimally explain technical concepts to both technical and non-technical audiences. Capable of engaging and collaborating with collaborators to build alignment and support for team objectives.
- Data-driven demeanor with expertise in analyzing metrics such as ticket deflection, article views, and agent productivity.
- Excellent interpersonal and time management skills, with the ability to handle multiple priorities in a fast-paced environment.
- Proficiency in creating and carrying out content guidelines, style guides, and procedures.
- Strong problem-solving skills and the ability to adapt to changing priorities and business needs.
- Shown experience with localization processes and global content management.
- Ability to develop and present detailed reports to leadership, highlighting key insights and recommendations for improvement.
- Confirmed leadership by mentoring junior team members, leading knowledge administration efforts, and fostering a culture of continuous improvement within the team.
- Technical Skills
- Sophisticated knowledge of tools such as Zendesk, helpdesk software, and issue/bug tracking tools.
- Proven proficiency in MS Office Suite) and Google Workspace.
- Familiarity with troubleshooting common customer issues related to gaming platforms, including PCs, Sony PlayStation, and Microsoft Xbox consoles.
- Expertise in CRM systems and their role in customer success.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee; other tasks and duties may be assigned or reassigned as needed.
2K is committed to providing reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. Employment at 2K is considered at-will, except where prohibited by state legislation. Compensation and job postings may include disclosures required under state pay transparency laws.
2K is an Equal Opportunity Employer, committed to creating an inclusive work environment free from discrimination based on race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, veteran status, or any other characteristic protected by law.