Customer Success Team Lead

4 weeks ago

Noida, Uttar Pradesh, India MyOperator Full time

The Customer Success Team Lead will play a pivotal role in enhancing the overall customer experience and driving the success of the internal team members at MyOperator. This individual will be responsible for supervising, managing, and motivating team members on a daily basis, while reporting to the Manager Customer Support and working closely with them to improve the ARPU of existing clients.

Key Responsibilities:

  • Directs, administers, and controls the day-to-day operations and activities of facilities and programs in an assigned area.
  • Participates in the implementation of divisional and company initiatives and strategies.
  • Practices cost containment strategies, maintaining profitability and growth of the area.
  • Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development.
  • Manages the daily activities of AMs.
  • Ensures compliance with established company and regulatory guidelines and procedures to provide high-quality service and outstanding customer care.
  • Responsible for the overall functioning of processes, including onboarding, product adoption, retention, and growth.
  • LISTENS to team members' feedback and resolves any issues or conflicts.
  • Recognizes high performance and rewards accomplishments.
  • Suggests and organizes team-building activities.
  • Interacts with the Sales team to work on interdepartmental challenges.

Requirements:

  • Masters degree in Business Administration or related field.
  • Has been in a leadership role of a similar profile for the past 23 years.
  • Managing performance and profitability.
  • Promoting process improvement.
  • A customer-focused mindset, putting the customer experience first in every action taken.
  • Exceptional account management and customer service skills, backed up with excellent written and verbal communication skills.
  • Experience working in a B2B SaaS organization will be preferred.
  • Technically proficient.
  • Dealing with complexity, analyzing information, and implementing company vision.
  • Excellent problem-solving skills.

KPIs:

  • Reduce the percentage of churn rate to 30% of the present churn rate and maintain the same for subsequent months within a year.
  • To increase the count of references.
  • Regular Team Training.
  • To increase the MRR.
  • To increase the product usage (mainly of low and medium usage clients).

Benefits: BYOD

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