Customer Success Team Leader

2 months ago


Makati City, National Capital Region, Philippines Broadridge Full time

Role Overview

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.

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.

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