Roles and responsibilities:
- Good knowledge of Excel
- Customer usage tracking and data updation for Invoicing
- Define internal performance metrics (revenue, product usage, customer feedback, health scores, etc.).
- Analyze and fill knowledge gaps across the support team.
- Track and capture insights from customer feedback and product usage.
- Manage technologies and vendor relationships.
- Identify and eliminate any roadblocks or patterns that stall performance.
- Track the quality, efficiency, and performance of CSMs.
- Segment customers and assign workloads.