Team Lead

About MyOperator MyOperator is a Business AI Operator a category-leader that unifies WhatsApp Calls and AI-powered chat voice bots into one intelligent business communication platform Unlike fragmented communication tools MyOperator combines automation intelligence and workflow integration to help businesses run WhatsApp campaigns manage calls deploy AI chatbots and track performance - all from a single no-code platform Trusted by 12 000 brands including Amazon Domino s Apollo and Razorpay MyOperator enables faster responses higher resolution rates and scalable customer engagement - without fragmented tools or increased headcount Job Summary The Team Lead Customer Success will lead a team of Customer Success Representatives ensuring high levels of customer satisfaction retention and growth This role involves managing team performance driving process improvements and fostering strong customer relationships Responsibilities Revenue Growth and Retention - Drive upsell and cross-sell initiatives to maximize customer value - Implement strategies for revenue retention and expansion within the existing customer base - Monitor and improve product adoption rates among customers - Develop and execute churn management strategies to minimize customer attrition Team Leadership and Management - Lead mentor and develop a team of Customer Success Representatives- Set team goals monitor performance and provide regular feedback and coaching - Conduct performance reviews and identify training needs - Ensure team adherence to established processes and best practices -Customer Relationship Management - Oversee and manage key customer relationships - Address and resolve escalated customer issues in a timely and effective manner - Proactively identify and mitigate potential customer risks - Drive customer satisfaction and loyalty initiatives Client Onboarding - Oversee the onboarding process for new clients ensuring a satisfactory experience - Develop and refine onboarding procedures to facilitate future upsell and cross-sell opportunities Process Improvement and Optimization - Identify areas for process improvement within the Customer Success department - Develop and implement strategies to enhance efficiency and effectiveness - Monitor key metrics and generate reports on team and customer performance - Utilize data to make informed decisions and drive continuous improvement Collaboration and Communication - Collaborate with other departments including Sales Product and Support to ensure a seamless customer experience - Communicate effectively with team members management and customers - Participate in meetings and provide updates on team activities and customer issues Requirements - Bachelor s degree in Business Administration Marketing or a related field - 4 years of experience in customer success and account management - 2 years of prior experience in a team lead or management role - Proven experience in customer success account management - Proven team management experience - Strong communication interpersonal and problem-solving skills - Proficiency in CRM software and other relevant tools - Experience in the cloud telephony or SaaS industry is a plus Key Skills - Leadership and team management- Customer relationship management- Process improvement- Communication and interpersonal skills- Problem-solving- Data analysis- CRM software proficiencyBenefits - Competitive salary and benefits package - Opportunity for growth and advancement - Dynamic and collaborative work environment- Chance to work with cutting-edge technology and solutions ref updazz com