Job Description

- The Team Leader Customer Success will work closely with the AMs (Account Manager) - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/she will be responsible for supervising, managing and motivating team members on a daily basis. He/She will be reporting to the Manager - Customer Success and work with him/her to improve the ARPU of the existing clients.Key Responsibility Area :- Directs, administers, and controls the day-to-day operations and activities of facilities and programmes in an assigned area.- Participates in the implementation of divisional and company initiatives and strategies.- Practices cost containment strategies, maintaining profitability and growth of area.- Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development.- Manage the daily activities of AMs.- Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care.- Responsible for the overall functioning of the processes including onboarding, product adoption, retention and growth.- Listen to team members\' feedback and resolve any issues or conflicts.- Recognize high performance and reward accomplishments.- Suggest and organize team building activities. - Interacting with the Sales team to work on inter-departmental challenges.Requirements :- Master\'s degree in Business Administration or related field.- Has been in the leadership role of the similar profile from past 3-4 years.- Managing performance and profitability.- Promoting process improvement.- A customer-focused mindset, putting the customer experience first in every action you take.- Exceptional account management and customer service skills backed up with excellent written and verbal communication skills.- Experience working in a B2B SaaS organization will be preferred.- Technically proficient.- Dealing with complexity, analyzing information, and implementing company vision.- Excellent problem-solving skills.KPI :- Should be able to kill the present churn rate and maintain the same for subsequent months within a year.- To increase the count of references.- Regular Team Training.- To increase the MRR.- To increase the product usage (mainly of low and medium usage clients). (ref:updazz.com)

updazz .com