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MyOperator - Head - Customer Success

2 months ago

Noida, India MyOperator Full time

Job Description

MyOperator is looking for a Customer Success Team Manager who will be responsible to lead and manage a team of customer success professionals who are responsible for building and maintaining strong relationships with the existing customers. The Customer Success Team manager plays a critical role in ensuring that the team is meeting or exceeding customer satisfaction and retention goals.

The candidate should be able to identify process gaps and build & implement solutions in order to smoothen the customer experience. The candidate should be able to contribute to building relationships, implementing new programs that will increase business revenue potentials and minimize churn rates.

Key Responsibility Area

- Develop and implement customer success strategies: The Customer Success Team manager is responsible for developing and implementing customer success strategies that align with the company's business goals. This includes setting customer success targets, creating processes and policies, and identifying key metrics to track the team's success.

- Manage team performance: The Customer Success Team manager is responsible for monitoring and managing team performance. This includes setting individual performance goals, providing feedback and coaching, and conducting performance reviews.

- Drive customer satisfaction and Retention: The Customer Success Team manager is responsible for driving customer satisfaction and retention. This includes working closely with the team to identify customer needs and proactively address issues or concerns. It also involves developing and implementing customer loyalty programs to encourage repeat business.

- Hire and train customer success professionals: Hire and build a strong team with clear expectations and revenue goals. Customer success executive will work closely with the customers to ensure that their needs are being met, their expectations are being exceeded, and that they remain satisfied with the product or service.

- Data Driven - The Customer Success Team Manager is responsible for analyzing customer data and metrics to identify areas for improvement and to track progress towards customer success goals.

- Collaborate with other departments: The Customer Success Team manager works closely with other departments, such as sales, marketing, and product, to ensure that the team is aligned with the company's overall strategy. This includes collaborating on customer outreach campaigns, gathering customer feedback, and sharing insights to help improve the customer Candidate should have 2-3 years of customer-facing experience working as customer service, technical support, or sales.

- Technical proficiency: He/She should be able to understand and explain technical concepts to the reporting team or customer, troubleshoot technical issues, and work collaboratively with the Sales and product team.

- Leadership skills: The candidate should have 2-3 years of experience of leading and managing a team, including setting team goals, providing coaching and feedback, and tracking team performance metrics.

- Strong communication skills: The candidate should have strong verbal and written communication skills. They should be able to communicate with customers clearly and effectively, team members, and other stakeholders in the company.

- Analytical skills: The candidate should be able to use data to drive decisions and optimize team performance. They should have experience tracking and analysing customer success metrics, and be able to use this data to identify areas for improvement and make data-driven decisions.

(ref:iimjobs.com)