Job Description

Team Leader Customer Success: Product Adoption / RevenueAbout 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 day-to-day 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 inter-departmental 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 3-4 years- Managing performance and profitability- Promoting process improvement- A customer-focused 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 problem-solving skillsKPI:- 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)

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