- 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 :

- 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).