After-Sales CX Lead — Remote 2x/wk, Quarterly Travel

De'Longhi Group; Upper Saddle River (NJ); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Flexible work structure

Robust health coverage

Company matching 401k plan

Generous paid time off

LinkedIn Learning access

Job summary

A global appliance company is seeking a hands-on After Sales Customer Success Manager to lead post-sale customer support and drive a world-class customer experience. This role involves planning, executing, and optimizing projects that improve customer satisfaction and service delivery. You will manage relationships with our BPO partner in Guatemala and ensure alignment on KPIs and training. The ideal candidate has extensive experience in customer service management and is comfortable with data analysis.

Qualifications

• 5+ years experience in a similar customer experience role.
• Expert in customer service and customer experience management.
• Experience managing outsourced (BPO) customer service teams.
• Strong understanding of social customer care and digital support tools.
• Excellent communication and leadership skills.

Responsibilities

• Lead end-to-end projects related to post-sale processes.
• Develop detailed project plans and manage timelines.
• Maintain relationships with BPO provider in Guatemala.
• Oversee customer interactions on social media and online reviews.
• Monitor CSAT and NPS metrics to identify trends.

Skills

Customer service expertise

Leadership skills

Cross-cultural collaboration

Data analysis

Tools

CRM systems

Ticketing software

Job description

A global appliance company is seeking a hands-on After Sales Customer Success Manager to lead post-sale customer support and drive a world-class customer experience. This role involves planning, executing, and optimizing projects that improve customer satisfaction and service delivery. You will manage relationships with our BPO partner in Guatemala and ensure alignment on KPIs and training. The ideal candidate has extensive experience in customer service management and is comfortable with data analysis.