Team Lead

2 days ago

Noida, Uttar Pradesh, India MyOperator Full time ₹ 15,00,000 - ₹ 25,00,000 per year

The Team Lead Customer Success will lead a team of Customer Success Representatives, ensuring high levels of customer satisfaction, retention, and growth. This role involves managing team performance, driving process improvements, and fostering strong customer relationships.

Responsibilities

  • Drive upsell and cross-sell initiatives to maximize customer value.
  • Implement strategies for revenue retention and expansion within the existing customer base.
  • Monitor and improve product adoption rates among customers.
  • Develop and execute churn management strategies to minimize customer attrition.
  • Lead, mentor, and develop a team of Customer Success Representatives
  • Set team goals, monitor performance, and provide regular feedback and coaching.
  • Conduct performance reviews and identify training needs.
  • Ensure team adherence to established processes and best practices.
  • Oversee and manage key customer relationships.
  • Address and resolve escalated customer issues in a timely and effective manner.
  • Proactively identify and mitigate potential customer risks.
  • Drive customer satisfaction and loyalty initiatives.
  • Oversee the onboarding process for new clients, ensuring a satisfactory experience.
  • Develop and refine onboarding procedures to facilitate future upsell and cross-sell opportunities.
  • Identify areas for process improvement within the Customer Success department.
  • Develop and implement strategies to enhance efficiency and effectiveness.
  • Monitor key metrics and generate reports on team and customer performance.
  • Utilize data to make informed decisions and drive continuous improvement.
  • Collaborate with other departments, including Sales, Product, and Support, to ensure a seamless customer experience.
  • Communicate effectively with team members, management, and customers.

Requirements

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • 4+ years of experience in customer success and account management.
  • 2+ years of prior experience in a team lead or management role.
  • Proven experience in customer success, account management,
  • Proven team management experience.
  • Strong communication, interpersonal, and problem-solving skills.
  • Proficiency in CRM software and other relevant tools.
  • Experience in the cloud telephony or SaaS industry is a plus.

Key Skills

  • Leadership and team management
  • Customer relationship management
  • Process improvement
  • Communication and interpersonal skills
  • Problem-solving
  • Data analysis
  • CRM software proficiency

This job was posted by Sanmeet Singh Sahni from MyOperator.

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