Assc Dir-Customer Success Mgmt

Champion the integration and adoption of core CRM technologies to enhance transparency, productivity and adherence to best practices across Customer Success teams.
Work with global counterparts to analyze customer behaviour to tailor and schedule webinars, addressing regional language preferences and ensuring relevance and value.
Develop and refine Customer Success playbooks to ensure scalability and consistency in execution.
Show strong analytical skills with the ability to translate customer insights into actionable strategies for growth and retention of the assigned client portfolio.
Serve as a key point of contact for day-to-day issues and questions from the team. Ensure key processes and procedures are edhered to and provide help and feedback to the team to aid in development
Identify knowledge gaps within the team and suggest recommendations for training to address gaps and support development of individuals
Participate in staffing strategies, recruiting, hiring and training of teams to optimize department performance
Provide continuous feedback and coaching on performance and development opportunities to achieve departmental goals
Create and environment that fosters teamwork and accountability and positively impacts the customer experience. Develop action plans to drive employee engagement