Customer Success Team Lead

2 weeks ago

Noida, Uttar Pradesh, India MyOperator Full time
Job Description

The Team Lead Customer Success will work closely with the Account Managers (AMs) - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She will be responsible for supervising, managing and motivating team members on a daily basis. He/She will be reporting to the Manager - Customer Support and work with him/her to improve the ARPU of the existing clients.

Key Responsibilities
  • Day-to-Day Operations: Directs, administers, and controls the day-to-day operations and activities of facilities and programmes in an assigned area.
  • Implementation of Initiatives: Participates in the implementation of divisional and company initiatives and strategies.
  • Cost Containment: Practices cost containment strategies, maintaining profitability and growth of area.
  • Leadership Development: Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development.
  • AM Management: Manage the daily activities of AMs.
  • Compliance: Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care.
  • Process Management: Responsible for the overall functioning of the processes including onboarding, product adoption, retention and growth.
  • Team Feedback: Listen to team members feedback and resolve any issues or conflicts.
  • Recognition and Rewards: Recognize high performance and reward accomplishments.
  • Team Building: Suggest and organize team building activities.
  • Inter-Departmental Collaboration: Interacting with the Sales team to work on inter-departmental challenges.
Requirements
  • Education: Master's degree in Business Administration or related field.
  • Experience: Has been in the leadership role of the similar profile from past 4-7 years.
  • Performance and Profitability: Managing performance and profitability.
  • Process Improvement: Promoting process improvement.
  • Customer Focus: A customer-focused mindset, putting the customer experience first in every action you take.
  • Account Management: Exceptional account management and customer service skills backed up with excellent written and verbal communication skills.
  • Technical Proficiency: Technically proficient.
  • Problem-Solving: Excellent problem-solving skills.
  • BCS Organisation Experience: Experience working in a B2B SaaS organisation will be preferred.
KPIs
  • Churn Rate Reduction: Reduce the percentage of churn rate.
  • References Increase: To increase the count of references.
  • Regular Training: Regular Team Training.
  • MRR Increase: To increase the MRR.
  • Product Usage Increase: To increase the product usage (mainly of low and medium usage clients).

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