MyOperator - Team Leader - Customer Success/Product Adoption/Revenue

Team Leader Customer Success: Product Adoption / Revenue

About 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 skills

KPI:

- 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)