Manager of Customer Success

⁩Manage and oversee a portfolio of client accounts and their Google Business Profile requests.Act as the primary point of contact between the company and clients.Receive and understand client requests, identify the required service, and coordinate the appropriate solution.Manage and follow up on Google Business Profile suspension cases and reinstatement requests.Coordinate Google Business Profile ownership verification and verification-related cases.Follow up on issues related to business profile access, ownership, verification, visibility, and suspended profiles.Coordinate with the technical team to ensure client cases are handled correctly and efficiently.Provide clients with regular updates regarding the status and progress of their cases.Monitor all open cases and ensure that no client request is delayed or overlooked.Maintain accurate records of client information, requests, case status, and completed services.Prepare regular reports covering client accounts, ongoing cases, completed services, and pending requests.Handle client inquiries, concerns, and complaints professionally.Follow up with clients after service completion to ensure satisfaction.Identify opportunities for additional services and long-term client relationships.Maintain strict confidentiality of client information, documents, business data, and account details.Work closely with the Sales, Technical, and Management teams to ensure a smooth client experience.RequirementsPrevious experience in Client Account Management, Customer Success, Customer Service, or a similar role.Good understanding of Google Maps and Google Business Profile.Basic knowledge of Google Business Profile suspensions, ownership verification, and profile-related issues.Excellent communication and customer relationship management skills.Strong follow-up and organizational skills.Ability to manage multiple clients and cases simultaneously.Strong problem-solving and negotiation skills.Good knowledge of Google Workspace and Microsoft Office.Ability to prepare reports and maintain accurate client records.Ability to work under pressure and meet deadlines.High level of attention to detail and responsibility.Ability to maintain the confidentiality of client information.Key Performance Indicators (KPIs)Client satisfaction and retention rate.Response time to client inquiries.Timely follow-up of client cases.Number of active client accounts managed effectively.Case completion and resolution rate.Accuracy of client records and reports.Quality and consistency of communication with clients.Overall client experience and service quality.