Team Lead / Assistant Manager, Customer Success

In This Role, You Will :

• Manage the quality, development, productivity and day-to-day of our Outreach Specialists that work with customers to drive adoption, achieve desired outcomes, ensure success with the platform, and identify opportunities for expansion and ultimately contract renewal
• Perform coaching sessions and deliver feedback on the quality of customer engagements
• Provide strategic guidance and support to reps on providing value-driven outreach and conversations with customers
• Conduct structured, bi-weekly 1 : 1s with team members to review client priorities, projects, performance objectives and goals
• Determine team member's goals and assignments based on strong knowledge of individual's strengths, opportunity areas and interests
• Coordinate and assign resources to customer-facing tasks
• Manage day-to-day operations of team through real-time management
• Manage customer escalations, handling them through resolution
• Perform Root Cause Analysis (RCA) and call down customers based on their feedback
• Give input to performance reviews and performance improvement plans when necessary
• Provide input for monthly and quarterly business reviews for leadership
• Identify business improvements that align with company goals to drive the customer and employee experience

Heres What You Need :

• A minimum of 5–7 years of overall work experience, with at least 1 of those in a leadership position
• Relevant experience determines the job title of Team Lead or Assistant Manager
• Previous experience in B2B customer success, account management or other client-facing roles
• Demonstrates strong leadership and people management skills
• Enthusiastic and engaged leader with the ability to inspire others
• Excellent interpersonal skills
• Must be a strong communicator at all levels and be able to present in large meetings to key stakeholders
• Contributes to a climate of innovation and continuous improvement to achieve Cvent's goals
• Demonstrates ability to manage quality and productivity on a high-performing team through variation management
• Demonstrates personal excellence, accountability and integrity
• Ability to track key performance metrics and implement solutions to meet client needs
• Microsoft Office software proficiency, with strong Excel, Word and PowerPoint skills
• Technical aptitude with strong ability to learn software and upskill
• Previous experience in SaaS and event industry experience is a plus
• Knowledge of CRM automation products such as Salesforce and Gainsight
• Exposure to operational frameworks that focus on data-driven measurement, client satisfaction scoring of service delivery is a plus

Skills Required

Leadership, Saas, Stakeholder Management, Customer Success, Salesforce, Excel