**Job Title: Online Customer Success Manager** **Company: eBay** **Location: Nelson, Nelson, NZ** **Job Type: Part-Time** **Seniority: Mid-to-Senior Level** **Years of Experience: 8** **Job Description:** As an Online Customer Success Manager at eBay, you will play a pivotal role in ensuring our customers achieve their desired outcomes while using our platform.
You will act as a trusted advisor to our customers, guiding them through their journey with eBay and offering insights and expertise that will enhance their experience.
You will leverage your deep understanding of eBay's offerings, embody our core values, and maintain long-lasting relationships with customers.
**Key Responsibilities:** 1.
**Customer Engagement:** - Develop strong relationships with customers to understand their business goals and challenges.
- Conduct regular check-ins and business reviews to monitor progress and gather feedback.
2.
**Customer Onboarding:** - Guide new customers through the onboarding process, ensuring they are set up for success.
- Create customized onboarding plans that align with customer goals and timelines.
3.
**Problem Solving:** - Address and resolve customer inquiries, concerns, and issues in a timely and empathetic manner.
- Collaborate with cross-functional teams (Product, Support, Marketing) to ensure complex issues are handled efficiently.
4.
**Training and Education:** - Develop and deliver training programs for customers to maximize their understanding and utilization of eBay tools and features.
- Share best practices and success stories to encourage continual growth and improvement.
5.
**Customer Advocacy:** - Serve as the voice of the customer within the organization, providing insights and feedback to product development and marketing teams.
- Identify opportunities for product enhancements based on customer feedback and engagement metrics.
6.
**Performance Tracking:** - Monitor key performance indicators to evaluate customer success and satisfaction.
- Prepare and present reports on outcomes, trends, and strategic opportunities to stakeholders.
7.
**Resource Management:** - Develop and maintain resource libraries that include FAQs, how-to guides, and other helpful materials for customer reference.
- Utilize available tools and resources effectively to drive customer success.
8.
**Continuous Improvement:** - Stay current with eBay product updates, industry trends, and competitive landscape to provide informed guidance to customers.
- Participate in training and development programs to enhance your own skills and knowledge.
**Requirements:** - **Experience:** - Minimum of 8 years of experience in customer success, account management, or a related field, with a proven track record of success.
- Experience working in e-commerce or technology industry is preferred.
- **Education:** - Bachelor's degree in Business, Marketing, Communications, or a related field.
- **Technical Skills:** - Proficiency in CRM tools and customer success software.
- Familiarity with data analytics tools and reporting systems for tracking customer success metrics.
- **Personality Traits:** - Resourceful: Ability to find solutions independently and effectively navigate challenges.
- Hardworking: Willingness to go the extra mile to ensure customer satisfaction and success.
- **Soft Skills:** - High emotional intelligence: Capacity to understand and respond to customers' feelings and needs.
- Strong research skills: Ability to gather, interpret, and utilize data to inform customer strategy.
- **Availability:** - Flexibility to work part-time hours as required to support customers across different time zones.
**Benefits:** - Life insurance coverage.
- Travel opportunities for customer engagements and professional development.
- Company transportation for business-related travel.
**Working Environment:** At eBay, we are committed to fostering a culture of continuous learning and development.
You will have access to various resources and opportunities for personal and professional growth, ensuring that you thrive in an environment that values innovation and collaboration.
**Application Deadline:** Please submit your application by September 21, 2024.
**Equal Opportunity Statement:** eBay is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We do not discriminate based on race, gender, age, sexual orientation, disability, or any other status protected by laws or regulations.
All qualified applicants will receive consideration for employment without regard to any protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
