Customer Success Team Lead

2 weeks ago

Noida, Uttar Pradesh, India MyOperator Full time

Job Summary

The Customer Success Team Lead will be responsible for overseeing the daily activities of the Account Managers (AMs) in Customer Success and Support. This role will work closely with the AMs to improve the overall customer experience and enhance the working of the internal team members.

Key Responsibilities

  • Direct and manage the day-to-day operations and activities of the Customer Success team.
  • Participate in the implementation of divisional and company initiatives and strategies.
  • Practice cost containment strategies to maintain profitability and growth.
  • Ensure and promote the development of the area management team through coaching, training, and leadership development.
  • Manage the daily activities of AMs and ensure compliance with established company and regulatory guidelines.
  • Responsible for the overall functioning of the processes including onboarding, product adoption, retention, and growth.
  • Listen to team members' feedback and resolve any issues or conflicts.
  • Recognize high performance and reward accomplishments.
  • Suggest and organize team building activities.
  • Interacting with the Sales team to work on inter-departmental challenges.

Requirements

  • Master's degree in Business Administration or related field.
  • Has been in the leadership role of a similar profile from past 4-7 years.
  • Managing performance and profitability.
  • Promoting process improvement.
  • A customer-focused mindset, putting the customer experience first in every action.
  • Exceptional account management and customer service skills backed up with excellent written and verbal communication skills.
  • Experience working in a B2B SaaS organisation will be preferred.
  • Technically proficient.
  • Dealing with complexity, analysing information, and implementing company vision.
  • Excellent problem-solving skills.

KPIs

  • Reduce the percentage of churn rate.
  • 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

  • Medical Insurance.
  • BYOD.

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