MyOperator - Team Leader - Customer Success/Product Adoption/Revenue (3-4 yrs) - Delhi NCR, India - iimjobs

    iimjobs
    iimjobs Delhi NCR, India

    2 weeks ago

    Iimjobs background
    Full time
    Description

    Team Leader Customer Success:
    Product Adoption / Revenue


    About the job:

    • 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 Success and work with him/her to improve the ARPU of the existing clients.

    Key Responsibility Area:

    • Directs, administers, and controls the daytoday 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 interdepartmental challenges.

    Requirements:

    • Work From Office
    • Nehru Place, New Delhi.
    • Master's degree in Business Administration or related field
    • Has been in the leadership role of the similar profile from past 34 years
    • Managing performance and profitability
    • Promoting process improvement
    • A customerfocused 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 organization will be preferred
    • Technically proficient
    • Dealing with complexity, analyzing information, and implementing company vision
    • Excellent problemsolving skills

    KPI:

    • Should be able to kill the present churn rate and maintain the same for subsequent months within a year.
    • 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)