Customer Success Lead

2 weeks ago

Manila, National Capital Region, Philippines Infinit-O Full time

Job Descriptions:

Help to establish and support the implementation processes and procedures defined by ClientEstablish and manage the achievement of Key Performance IndicatorsPerform auditing of work process and outcome metrics and provide reporting as agreed with ClientBe the main point of contact through daily communication and collaboration with ClientMaintain quality and implement improvements to ensure clients receive the high quality service committedMonitor and assist team members in the daily operation aspects of the project, including reviewing the status and performance against targetsProvide coaching and mentorship to the Implementation Specialists, helping them to become a best-in-class customer success unitAssist in hiring, selection, and training of new team membersEnsure Client's customers derive maximum value from their investment in our platform, utilizing key features and productsRepresent Client as a domain and product expert in customer interactions, and online in both customer-facing and internal communitiesAlways push for industry-leading NPS scoresTeam Lead duties:Establish and execute the processes and proceduresMonitor and evaluate all processes and implement improvement to ensure clients receive appropriate and high-quality services as committedPerform daily and monthly auditing of work processesMonitor and assist team members in the daily operation aspects of the project including reviewing the status and performance against targets, performing root cause analysis of variances and making improvements to meet the targetsCoach, guide and train team members by providing excellent serviceProvide assistance to team members in accordance with established practices and proceduresProvide reports as agreed with client.Job Qualifications:Bachelor's DegreeWith 3-6 years experience in a customer-facing role 2+ years experience in video-based training and training developmentWith 2+ years experience in project managementWith 3-6 years experience in supervising a teamFluent English written and oral communication and comprehension skillsExperience implementing digital tools, assets and workflows within a Customer Success teamAbility to work independently to conform to tight deadlinesExperience working with SaaSMust be analytical, understand how to leverage data and business intelligence to hit goals, and driven to achieve objectives

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