Team Leader Customer Success

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 Support 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
 Masters degree in Business Administration or related field
 Has been in the leadership role of the similar profile from past 2-3 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
 Reduce the percentage of churn rate to 30% of 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)
 Benefits

BYOD,