Experience
4 - 9 yrs
Job Location
Bengaluru, India
Vacancy
1
Designation
Customer Success Team Lead
Job Type
ONSITE
Job Description
Job Description Job Overview
Job Overview: Lead the Corporate Account Support team by supporting the Corporate Account Managers who work directly with our Corporate customers. The key role involves timely and accurate completion of work requests from the production team through monitoring workflow and reviewing capacity, creating product level metrics, delivering feedback to requesters and team members, and training team members on new skills.
Roles And Responsibilities - Identify, document, communicate and implement opportunities for sustainable process improvement focused on enhancing service quality and increasing process efficiency
- Evaluate knowledge gaps existing in the team and take steps to eliminate them
- Assure our customers enjoy experience by working closely with other teams to smoothly transition onto their team
- Support operations in the implementation of new policies, processes, procedures, tools, technology, and structure into the work environment
- Support employee development by providing regular scheduled feedback, using supportive and directive techniques, with a focus on continual improvement
- Ensure regular and accurate reporting on team-related and customer required documentation
- Understand customers service level agreements and ensure CASRs and Cadmins are meeting the deliverables in the required time frames
- Providing solutions to customer opportunities through inspections, evaluations, and customer service
- Conduct performance review meetings with the team and work on action plans as applicable
- Assist in stakeholder management as an integral responsibility of this role
- Responsible for: meeting the defined KPIs, deliverable timelines, quality check of all deliverables from GCC, conducting meetings and focus group discussions on improvements and implementation.
Skills Required:
- 2+ years of Operations excellence with People Management experience (preferably in Sales or Customer Success/Customer Care field)
- Excellent written and speaking communication skills; highly proactive and leadership skills
- Must have worked with Cross Functional teams across the globe
- Must possess a global mindset and adaptability to different environments.
- Must be Quality Oriented with a passion in process improvement and automation
- Must have excellent analytical/ problem solving inclination
- Experience leading and coaching teams, developing career paths and opportunities. Demonstrated ability to work on multiple projects simultaneously
- Attention to detail and able to maintain data confidentiality
- Proficiency in MS suites like Word, Excel, and PowerPoint, etc.
- Basic qualification Degree in any field
No Referrers Available
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