My Operator - Lead - Customer Success (3-7 yrs)

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.

Location: Noida Sector 2

Working day : 5.5 Days

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 4-7 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 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:

Medical Insurance

BYOD