Customer Success Team Manager
7 days ago
About the Role:
The MyOperator team is looking for a skilled Customer Success Team Manager to oversee and manage a team of customer success professionals. This role is responsible for leading and managing a team that builds and maintains strong relationships with existing customers, ensuring they meet or exceed customer satisfaction and retention goals.
This includes identifying process gaps, developing solutions, and implementing new programs to increase business revenue potential and minimize churn rates. The ideal candidate will have 4-8 years of customer-facing experience, technical proficiency, leadership skills, strong communication skills, and analytical skills.
About the Company:
MyOperator is India's cloud communications leader with an omni-channel SAAS platform offering Cloud Call Center/Contact Center Software, WhatsApp API, IVR, and Toll-free Number services, Multi-store telephony, and Enterprise Mobility solutions. We are trusted by 10,000+ businesses like IRCTC, Razorpay, and Amazon and have received accolades for our exceptional customer service and ease of use.
Responsibilities:
- Develop and implement customer success strategies that align with the company's business goals.
- Set customer success targets, create processes and policies, and identify key metrics to track the team's success.
- Monitor and manage team performance, setting individual performance goals, providing feedback and coaching, and conducting performance reviews.
- Drive customer satisfaction and retention by working closely with the team to identify customer needs and proactively address issues or concerns.
Requirements:
- 4-8 years of customer-facing experience in customer service, technical support, or sales.
- Technical proficiency to understand and explain technical concepts to the reporting team or customer, troubleshoot technical issues, and work collaboratively with the Sales and product team.
- Leadership skills to lead and manage a team, including setting team goals, providing coaching and feedback, and tracking team performance metrics.
- Strong communication skills to communicate with customers clearly and effectively, team members, and other stakeholders in the company.
- Analytical skills to use data to drive decisions and optimize team performance.
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