Customer Success Team Lead/Manager

4 weeks ago


Chennai, Tamil Nadu, India Verifitech Services - India Full time

**Job Overview:**

We are seeking a highly skilled and experienced Customer Success Team Lead/Manager to join our team at Verifitech Services in India. As a key member of our customer success team, you will be responsible for overseeing and leading a team of Customer Success Representatives to ensure exceptional client satisfaction and retention.

**Key Responsibilities:**

  1. Team Leadership: Lead and mentor a team of Customer Success Representatives, providing guidance, support, and fostering a positive and collaborative team environment.
  2. Client Relationship Management: Build strong relationships with key clients, understanding their needs, and acting as the main point of contact for any inquiries, concerns, or escalations.
  3. Onboarding and Implementation: Manage the onboarding process for new clients, ensuring a smooth transition and successful implementation of our background verification services.
  4. Account Management: Proactively monitor and manage client accounts, identifying opportunities to upsell or cross-sell additional services, and driving customer retention.
  5. Customer Success Strategy: Develop and execute strategies to drive customer success, including regular check-ins, customer satisfaction surveys, and feedback collection to ensure continuous improvement of our services.
  6. Issue Resolution: Address and resolve customer concerns or issues promptly and effectively, coordinating with internal teams such as technical support or operations to ensure timely resolution.
  7. Performance Tracking and Reporting: Track key performance metrics, customer satisfaction levels, and account health, and prepare reports for management, highlighting achievements, challenges, and recommendations for improvement.
  8. Training and Education: Conduct training sessions for clients, ensuring they are knowledgeable about our services, platform features, and best practices for utilizing background verification results effectively.
  9. Cross-functional Collaboration: Collaborate closely with sales, operations, and technical teams to align customer needs, communicate feedback, and drive product/service improvements.

**Requirements and Qualifications:**

  • Proven experience in a customer success or account management role, preferably in the background verification industry.
  • Strong leadership and team management skills with the ability to motivate and guide a team towards achieving goals.
  • Excellent communication and interpersonal skills to effectively interact with clients and internal stakeholders.
  • Demonstrated ability to build and maintain strong client relationships, drive customer satisfaction, and retain clients.
  • Problem-solving and conflict resolution skills to address customer issues and find satisfactory solutions.
  • Analytical mindset with the ability to track and interpret key performance metrics.
  • Proficiency in CRM software and customer success tools.
  • Knowledge of background verification processes, industry regulations, and compliance requirements is a plus.


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