Job Description

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: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.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 seamless customer experience.- Communicate effectively with team members, management, and customers.- Participate in meetings and provide updates on team activities and customer issues.Qualifications:- Bachelor's degree in Business Administration, Marketing, or a related field.- Proven experience in customer success, account management,- Prior experience in a leadership or management role.- 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.Key Skills:- Leadership and team management- Customer relationship management- Process improvement- Communication and interpersonal skills- Problem-solving- Data analysis- CRM software proficiencyBenefits:- Competitive salary and benefits package.- Opportunity for growth and advancement.- Dynamic and collaborative work environment- Chance to work with cutting-edge technology and solutions. (ref:updazz.com)