Customer Success Quality & Escalations Lead (Mid-Market/Premium Experiences)

About the Role

Key Responsibilities

• Serve as the primary Service Delivery point of contact for high-priority customer escalations within the mid-market segment.
• Investigate, analyze, and resolve complex customer issues in a timely and efficient manner.
• Develop and implement escalation processes and procedures to ensure consistent and effective resolution.
• Maintain detailed records of escalations, including root cause analysis and resolution steps.
• Communicate effectively with customers, internal teams, and executive leadership regarding escalation status and resolution.
• Develop and implement quality monitoring programs to assess customer interactions and identify areas for improvement among Customer Success Manager and Product Support teams.
• Establish and monitor key performance indicators (KPIs) related to quality and escalations.
• Partner with managers on expert development opportunities, skills, and plans.
• Analyze quality data and identify trends to proactively address potential issues.
• Collaborate with Enablement, Training, and Development teams to ensure agents are equipped with the necessary skills and knowledge.
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Create and maintain quality documentation, including scorecards, reports, and process flows.
• Collaborate with sales, support, product, and engineering teams to address customer needs and resolve issues.
• Act as a liaison between the customer and internal teams.
• Present findings and action plans to leadership.
• Act as a strong advocate for the customer and experts, ensuring their voice is heard and their needs are met.
• Develop and maintain strong relationships with key mid-market customers.
• Identify and address customer pain points and proactively recommend solutions.
• Gather customer feedback and utilize it to influence our products and services roadmaps.

Requirements

• Minimum of 5+ years of experience in quality assurance, escalation management within a mid-market environment.
• Proven track record of successfully managing customer escalations and driving customer satisfaction.
• Strong analytical and problem-solving skills.
• Excellent communication, interpersonal, and presentation skills.
• Experience with CRM and quality monitoring tools.
• Ability to lead and motivate a team.
• Strong understanding of customer service best practices.
• Experience with root cause analysis.
• Ability to work in a fast-paced environment.
• Experience with the technology sector is a plus.

Nice to Have

• Experience with Salesforce, Quickbase.
• Project Management experience.
• Experience with Six Sigma or other quality methodologies.
• Experience or familiarity with CPA/Accounting Firms as customers.