Team Leader Customer Success Product AdoptionRevenue - New Delhi, India - MyOperator

Description

The TeamLeader: Customer Success will work closely with the AMs (AccountManager) Customer Success/support to improve the overall customerexperience and to enhance the working of the internal team members.He or she will be responsible for supervising managing andmotivating team members on a dailybasis . He/She will be reporting tothe Manager Customer Support and work with him/her to improve theARPU of the existingclients.

Key ResponsibilityArea

• Directsadministers and controls the daytoday operations and activities offacilities and programmes in an assignedarea.
  
• Participates in the implementation ofdivisional and company initiatives andstrategies
  
• Practices cost containment strategiesmaintaining profitability and growth ofarea.
  
• Ensuresand promotes the development of the area management team/successionplanning through coaching training and leadershipdevelopment.
  
• Manage the daily activities ofAMs.
  
• Ensures compliance with establishedcompany and regulatory guidelines and procedures to provide highquality service and outstanding customercare
  
• Responsible for the overall functioning ofthe processes including onboarding product adoption retention andgrowth.
  
• Listen to team members feedback andresolve any issues orconflicts
  
• Recognize high performance and rewardaccomplishments
  
• Suggest and organize team buildingactivities
  
• Interacting with the Sales team to work oninterdepartmentalchallenges
  

Requirements

• Masters degree in Business Administration or relatedfield
  
• Hasbeen in the leadership role of the similar profile for the past 2 3years
  
• Managingperformance andprofitability
  
• Promotingprocessimprovement
  
• Acustomerfocused mindset putting the customer experience first inevery action youtake
  
• Exceptionalaccount management and customer service skills backed up withexcellent written and verbal communicationskills
  
• ExperienceWorking in a B2B SaaS organisation will bepreferred
  
• Technicallyproficient
  
• Dealingwith complexity analysing information and implementing companyvision
  
• Excellentproblemsolvingskills
  

KPI

• Reducethe percentage of churn rate to 15% of present churn rate andmaintain the same for subsequent months within ayear.
  
• Toincrease the count ofreferences
  
• RegularTeam Training
  
• Toincrease theMRR
  
• RegularCall Audits For theteam.
  
• Maintainthe QualityParameters.
• Toincrease the product usage (mainly of low and medium usageclients)
  

Benefits

4+ Yrs of support experience in software/IT/Internet support.Should have excellent communication and negotiation skills. Shouldhave time management and planning skills. Should have goodnegotiation & customer prospecting skills.