Team Leader Customer Success Product Adoption Revenue
Location
Delhi | India
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 daytoday 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 interdepartmental challenges
Requirements
- Master s degree in Business Administration or related field
- Has been in the leadership role of the similar profile from past 34 years
- Managing performance and profitability
- Promoting process improvement
- A customerfocused 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 organisation will be preferred
- Technically proficient
- Dealing with complexity analysing information and implementing company vision
- Excellent problemsolving 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)
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 organisation will be preferred Technically proficient Dealing with complexity, analysing 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)
Job tags
Salary
