Customer Success Team Manager

3 days ago

Taguig, Philippines Sutherland Global Full time

Overview The Customer Success Supervisor will lead a team of customer success representatives who are responsible for delivering a world-class customer experience to clients. The supervisor will manage the day-to-day operations of the team, develop, and implement strategies to improve customer satisfaction and retention rates and ensure the team is meeting or exceeding performance metrics. The ideal candidate will have experience in customer success management, a deep understanding of the cloud communication and collaboration space, and strong leadership skills. Responsibilities Drive value for customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers’ objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered. Drive alignment with internal teams including Renewals Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focusing on selling with a retention focus. Recruit, mentor, and inspire a world-class team by setting expectations, giving feedback, conducting interviews, and creating a customer-first culture. Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors, and report on metrics. Qualifications BA/BS degree or equivalent work experience 5+ years of customer or account management experience including 2+ years managing high-performing Customer Success teams at a SaaS or telecommunications company. Experience in hiring, mentoring, and growing a team of Customer Success Managers. Proven experience driving adoption and leveraging customer success best practices. Demonstrated ability to develop strategies to address business metrics, translate them into initiatives, and track successful delivery. Possesses executive presence with communication that drives results and motivates the team. Thrives in ambiguity as part of a growing and expanding team. You have demonstrated the ability to collaborate across organizational boundaries effectively. Experience successfully working with senior (C-level) executives. Experience effectively addressing escalated client issues with speed and urgency. Additional Information All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr

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