Customer Success Team Lead

25 أغسطس، 2022

0 6 دقيقة واحدة

الوصف الوظيفي

Job Objective:

As the Customer Success Team Lead, you will work directly with some of our largest and most strategic enterprise customers throughout the entire customer lifecycle, as well as provide coaching and mentorship to a team of Customer Success Managers. This is a hybrid role that will require frequent multi-tasking between management, technical, business, strategic, marketing, and planning activities. You will be expected to drive results that tie back to strategic business goals for your accounts, your team’s goals, alongside the collective goals for the company.

Responsibilities:

Lead, coach and empower the customer success team to be successful in their roles
Manage a book of enterprise accounts
Assist team with executing growth and optimization strategies for our customers
Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities
Coach team on customer success best practices
Collaborate with cross-functional teams to ensure visibility and alignment
Oversee escalations for assigned accounts and team’s accounts
Work with Product to prioritize customer features and requests
Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management

المهارات

Qualifications:

People manager at heart – you love mentoring, leading and contributing to the professional development of those around you
5+ years Customer Success or Account Management experience
Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role
The ability to build and maintain relationships internally and with customers
Excellent listening, presentation and communication skills at all business levels
The ability to partner with customers in developing their strategic direction
The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable ROI
HR Tech experience preferred
Ideal to have PMP certification
Saudi National with excellent interpersonal and communication skills (English/Arabic)