Customer Success Team Lead/Manager
4 weeks ago
**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:**
- Team Leadership: Lead and mentor a team of Customer Success Representatives, providing guidance, support, and fostering a positive and collaborative team environment.
- 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.
- Onboarding and Implementation: Manage the onboarding process for new clients, ensuring a smooth transition and successful implementation of our background verification services.
- Account Management: Proactively monitor and manage client accounts, identifying opportunities to upsell or cross-sell additional services, and driving customer retention.
- 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.
- 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.
- 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.
- 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.
- 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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