Customer Success Team Lead

September 17

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ShiftCare

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software as a service • rostering • workflow automation • health services • timesheets

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Description

• Lead and Mentor: Manage a team of customer success associates, providing guidance, training, and performance evaluations. • Recruitment: Assist in hiring and onboarding new team members to expand the team as needed. • Performance Monitoring: Set and manage to clear KPIs and regularly assess team performance, providing feedback and coaching. • Oversee Daily Activities focussed on the core metrics, staff performance and outcomes requires across Onboarding, Account Management and Expansion. • Escalation Handling: Manage complex customer issues escalated by the team, ensuring satisfactory resolutions. • Quality Assurance: Implement quality control measures to maintain high service standards. • Policy Development: Create and update customer success policies and procedures to enhance efficiency. • Feedback Loop: Gather customer feedback to identify common issues and collaborate with the Product team for improvements. • Reporting: Generate regular reports on customer success metrics, identifying trends and defining areas and initiatives for improvement. • Cross-functional Collaboration: Work closely with Support and Product teams to align customer success strategies with business objectives. • Client Relationship Management: Build strong relationships with key clients, understanding their needs and ensuring their success with our platform. • Cultural Sensitivity: Ensure the team's communication is culturally appropriate for North American customers. • CRM Management: Utilise customer relationship management tools (e.g., Intercom, HubSpot, ChurnZero) to track interactions and performance. • Knowledge Base Maintenance: Oversee the development and updating of support documentation and resources. • Generate regular reports on team performance, churn, expansion, customer satisfaction, and other KPIs. • Analyse support metrics to identify trends and make data-driven decisions. • Assist in developing strategies to enhance customer support services.

Requirements

• Minimum of 10 years in customer success roles within the SaaS or software industry. • At least 5 years of experience in a Customer Success supervisory or team lead position. • Experience supporting North American customers is highly preferred and working across this timezone.