Lead Customer Success Manager

Responsibilities:

Team Leadership and Management

• Supervise and mentor a team of Account Onboarding Agents and Customer Support Executives.
• Assign accounts to onboarding agents based on skill sets and workload to ensure smooth client transitions.
• Monitor team performance and implement strategies to optimize productivity and effectiveness.
• Plan manpower resources to align with current and future client onboarding needs.

Onboarding and Customer Support

• Oversee the end-to-end onboarding process, ensuring setup fee accounts are fully converted into live and settled accounts efficiently.
• Identify and address gaps in the onboarding process, ensuring quick resolution and seamless client experiences.
• Work closely with onboarding agents to expedite account setups and troubleshoot any onboarding delays.
• Collaborate with sales, technical, and product teams to resolve complex customer issues.

Training and Process Improvement

• Develop, deliver, and refresh training programs for both new hires and existing team members.
• Standardize onboarding and support processes to ensure consistency and quality of service.
• Implement tools and best practices to enhance productivity and client engagement.

Reporting and Stakeholder Communication

• Provide regular updates to senior management on the onboarding and support status of accounts.
• Analyze customer interactions, onboarding timelines, and issue resolution metrics to identify areas for improvement.
• Gather client feedback and work with the product team to enhance the Sembark platform.

Requirements:

• Minimum of 7 years in customer support or client success roles, with at least 2 years in a managerial capacity.
• Strong verbal and written communication skills to liaise effectively with clients and internal teams.
• Proven experience leading and motivating a customer-facing team.
• Familiarity with CRM systems, MS Office tools, and popular video conferencing platforms.
• Ability to think critically and resolve client issues with a customer-first mindset.
• Exceptional time management and multitasking abilities to handle multiple accounts and team members.
• Willingness to travel to client locations when necessary.
• Bachelors/Master’s degree in Business, Communication, or a related field is preferred.
• Patience and a customer-centric attitude.

Benefits:

• Competitive salary and benefits package.
• Comprehensive training and development programs.
• A supportive and collaborative work environment.
• Opportunities for career growth within the company.