Customer Success Team Leader

2 weeks ago

Manila, National Capital Region, Philippines Broadridge Financial Solutions, Inc. Full time
Customer Success Team Leader (Hybrid-Flexible Options) Customer Success Team Leader (Hybrid-Flexible Options) Broadridge Financial Solutions, Inc. Manila, Philippines

Customer Success Team Leader (Hybrid-Flexible Options) Broadridge Financial Solutions, Inc. Manila, Philippines Posted 2 days ago Permanent Competitive

Customer Success Team Leader (Hybrid-Flexible Options)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

Role Overview

The Customer Success Team Leader is a key leadership role responsible for managing a designated team within the Customer Success department. This role requires a strong focus on people development, team performance, technical guidance, and overall customer satisfaction.

In this role, you will be managing a team of technical experts and Level 1 support, leveraging the skills and experience of these various profiles to drive excellent customer satisfaction across Broadridge's APAC and Global Customer base.

Responsibilities

1. People:

- Serve as the line manager for the assigned team, providing guidance, training, and career coaching to team members.
- Assist in setting and monitoring team goals, and ensure the team's compliance with company policies and procedures.
- Lead onboarding and offboarding processes, including knowledge transfer and handover for new and departing team members.
- Conduct performance reviews, recognition, and compensation discussions for team members.
- Manage administrative tasks such as time-off planning, vacation scheduling, approvals, and compliance training for the team.

2. Team:

- Assess team resource needs for a smooth customer support operation and allocate talent accordingly.
- Drive recruitment efforts, including conducting final interviews and making hiring decisions.
- Set performance goals for the team and provide support and escalation resolution internally and with external stakeholders.
- Ensure adherence to standards, best practices, and maintainability guidelines.

3. Technical Guidance:

- Provide technical guidance, mentorship, and support to team members to develop optimal Technical Expertise.
- Assist team members in solving complex technical problems and making design decisions.
- Align technical debt backlog with product/strategy roadmaps and ensure it is addressed in line with business objectives.

4. Customer Satisfaction:

- Track and enforce key performance indicators that drive Customer Satisfaction: Response time, resolution time, response quality, NPS feedback, etc.
- Ensure timely and high-quality response to customer queries and incidents, and actively contribute to the success of each customer operation in their usage of Broadridge software.
- Oversight of Quarterly Business Reviews and other key activities for Broadridge customers across APAC
- Contribute to the improvement of the Broadridge Customer Success department by providing ideas, implementing them and measuring the positive impacts of those initiatives

Your Profile

- Previous experience in Customer Success Management (CSM) is preferred, with a tech-savvy background also considered.
- Strong appetite for leadership and management tasks.
- Experience in handling client accounts directly, acting as an escalation point for the broader team's client base.
- Experience in onboarding and training

- Equivalent technical and client-facing skills to senior TAMs.
- Strong leadership abilities with a genuine interest in mentoring and managing people.
- Comfortable leading a small team and implementing best practices.
- Demonstrated ability to review metrics, ensure team efficiency, and contribute to team success.

This job description outlines the key responsibilities and qualifications for the Customer Success Team Leader role, encompassing people management, team performance, technical guidance, and customer satisfaction. Successful candidates will have a strong background in Customer Success, technical and leadership skills, with a focus on fostering team growth and delivering high-quality results.

#LI-KA2 #LI-Hybrid

Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.

We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates diversity in all its dimensions.

Job ID JR

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