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Team Lead- Customer Success

Team Lead- Customer Success

MyOperatorNoida, UP, in
14 days ago
Job type
  • Quick Apply
Job description

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 :

  • 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

    • 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.

    • Benefits

  • Competitive salary and benefits package.
  • Opportunity for growth and advancement.
  • Dynamic and collaborative work environment
  • Chance to work with cutting-edge technology and solutions.

    • Requirements

    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 :
  • 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.
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