Team Leader - Customer Success
ConfidentialNoida, India5 days ago
Job descriptionLead, 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. Participate in meetings and provide updates on team activities and customer issues. 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. Leadership and team management Customer relationship management Process improvement Communication and interpersonal skills Problem-solving Data analysis CRM software proficiency
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
Customer Relationship Management
Client Onboarding
Process Improvement And Optimization
Collaboration And Communication
Requirements
Key Skills
This job was posted by Sanmeet Singh Sahni from MyOperator.
Skills Required
Data Analysis, Customer Relationship Management, Process Improvement
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Team Leader • Noida, India
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