Team Lead - Customer Success

2 days ago

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LeadVenture™

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

Description

•The Customer Success Team Lead supervises and leads a team of account managers. •Communicates company goals, important information, and deadlines to the team. •Motivates team members and assesses performance. •Provides help to management, including hiring and training, and keeping management updated on team performance. •Communicates concerns and policies among management and team members and leadership. •Maintain and appropriately work a small client load. •Provide daily direction and communication from management to team members. •Moderate chat and help account managers with customer issues daily. •Appropriately distribute workload and oversee larger team member projects. •Provide coaching, direction, and conduct weekly 1 on 1 meetings. •Perform call audits. •Ensure team members have appropriate training and other resources to perform their jobs as effectively as possible. •Notify management of performance related accomplishments or concerns. •Work as a member/leader of special or ongoing projects that support department and process improvement. •Step in as initial escalation point in order to de-escalate client issues. •Use appropriate judgement in upward communication regarding client, department, or employee concerns needing additional escalation. •Provide weekly reports highlighting any escalations, trainings, meetings, individual performance, projects, and/or other notable items. •Assist management with performance reviews. •Assist management in achieving monthly goals. •Other duties as requested by management.

Requirements

•Client handling expertise •Experience working with escalated customers •Ability to communicate and collaborate effectively with other departments •Critical thinking, troubleshooting, and problem-solving experience •Excellent written and verbal communication •Experience with Microsoft Office Applications, CRM, Google platforms •Superior organizational and time-management skills