client success team TL

2 weeks ago


Chennai, India Verifitech Services - India Full time

Job Description:

As a Team Lead of the Client Success Team, you will play a critical role in ensuring the success and satisfaction of our clients. You will lead a team of Client Success Managers (CSMs) and work closely with cross-functional teams to deliver exceptional service, maintain long-term relationships, and drive revenue growth. Your primary responsibility will be to support and guide the CSMs in their efforts to exceed client expectations and achieve business goals.

Responsibilities:

  1. Leadership and Team Management:
  • Lead, motivate, and coach a team of Client Success Managers.
  • Set performance goals and provide regular feedback, performance evaluations, and career development opportunities.
  • Foster a positive team culture that promotes collaboration, innovation, and excellence.
  1. Client Relationship Management:
  • Build and maintain strong relationships with key clients, understanding their needs and objectives.
  • Ensure high client satisfaction by monitoring client interactions and resolving escalated issues.
  • Collaborate with clients to identify growth opportunities, drive upselling and cross-selling initiatives.
  1. Strategy and Planning:
  • Develop and execute strategies to meet or exceed client retention, expansion, and revenue targets.
  • Collaborate with other teams (sales, marketing, product) to align client success initiatives with overall business objectives.
  • Stay up to date with industry trends, best practices, and competitor activities to identify areas for improvement.
  1. Process Improvement and Optimization:
  • Identify opportunities to enhance the client onboarding and ongoing support processes.
  • Develop and implement scalable systems, tools, and resources to improve team efficiency and effectiveness.
  • Analyze client data, metrics, and feedback to identify areas for improvement and drive continuous improvement efforts.
  1. Communication and Collaboration:
  • Act as a liaison between clients and internal teams, ensuring effective communication and alignment.
  • Collaborate with the sales team to support the renewal and expansion of client contracts.
  • Share client insights, trends, and success stories with the broader organization.

Requirements:

  • Bachelor's degree in business administration, marketing, or a related field (or equivalent experience).
  • Proven experience in a client success or account management role, with at least 2 years in a leadership or team management position.
  • Strong understanding of customer success principles and methodologies.
  • Excellent communication, negotiation, and presentation skills.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Familiarity with CRM software and customer support tools.
  • Demonstrated ability to build and maintain strong client relationships.
  • Team player with a collaborative and solutions-oriented approach.



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