Client Success Team (Team Lead)
Location
Chennai | India
Job description
As a Client Success Team Lead, you will be responsible for leading a team of Client Success Managers (CSMs) and ensuring the success and satisfaction of our clients. You will play a crucial role in managing client relationships, driving adoption and utilization of our products or services, and ultimately, ensuring client retention and growth. You will work closely with cross-functional teams, including sales, product, and support, to align efforts and deliver exceptional client experiences.
Key Responsibilities
Team Leadership:
- Lead and mentor a team of Client Success Managers, providing guidance, coaching, and support.
- Set performance goals and expectations for the team, and regularly review progress, providing feedback and recognition.
- Foster a collaborative and high-performance culture within the team.
Client Relationship Management - Build and maintain strong relationships with key clients, serving as their primary point of contact.
- Understand clients' business objectives, challenges, and requirements, and develop strategic plans to address their needs.
- Proactively identify opportunities to drive client success, upsell or cross-sell additional products or services.
Client Success Strategy - Develop and execute client success strategies, in collaboration with the management team, to maximize client satisfaction, retention, and growth.
- Define and track key performance metrics and indicators for the team and individual CSMs, ensuring goals are met or exceeded.
Customer Onboarding And Adoption - Oversee the onboarding process for new clients, ensuring a smooth transition and successful adoption of our products or services.
- Work closely with clients to understand their implementation needs and provide guidance and support throughout the process.
- Monitor client usage and adoption of our solutions, identifying any barriers and proactively addressing them.
Cross-functional Collaboration - Collaborate with sales teams to support upsell and renewal efforts, and provide insights and feedback on client needs and preferences.
- Liaise with product and support teams to address client feedback, communicate enhancement requests, and drive product improvement initiatives.
- Contribute to the development and improvement of client success processes, tools, and best practices.
Requirements - Bachelor's degree in business, marketing, or a related field (or equivalent experience).
- Proven experience in a client success or account management role, preferably in a B2B SaaS or technology company.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills, with the ability to build relationships and influence at all levels.
- Analytical mindset, comfortable working with data and metrics to drive decision-making.
- Strategic thinker with a customer-centric approach.
- Proactive problem-solving skills and ability to thrive in a fast-paced environment.
- Familiarity with CRM software and client success platforms is a plus.
Job tags
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