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Team Lead- Customer Success
MyOperatorNoida, UP, in11 days ago
Job type
- Quick Apply
Job descriptionOversee 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 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. Competitive salary and benefits package. Opportunity for growth and advancement. Dynamic and collaborative work environment Chance to work with cutting-edge technology and solutions. 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. Team Leadership and Management : 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. Customer Relationship Management : 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. Client Onboarding : Oversee the onboarding process for new clients, ensuring a satisfactory experience. Develop and refine onboarding procedures to facilitate future upsell and cross-sell opportunities. Process Improvement and Optimization : 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. Collaboration and Communication : ○ Collaborate with other departments, including Sales, Product, and Support, to ensure a seamless customer experience. ○ Communicate effectively with team members, management, and customers. ○ Participate in meetings and provide updates on team activities and customer issues.
Job Description
About MyOperator :
MyOperator is India’s leading cloud-based business communication platform, trusted by 12,000+
businesses. We offer cloud telephony and WhatsApp API solutions to streamline customer
communication through IVR, call tracking, recording, and virtual numbers, making business
interactions more efficient and scalable.
Job Summary :
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 :
Revenue Growth and Retention :
- 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. Team Leadership and Management :
- 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.
Customer Relationship Management :
Client Onboarding :
Process Improvement and Optimization :
Collaboration and Communication :
Requirements
Benefits
Requirements
Revenue Growth and Retention :
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Team Lead • Noida, UP, in
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