RRemoteville
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Customer Success Team Lead

Skills
ActingConfluenceCustomer SuccessEngineeringIdentifying TrendsMicrosoft ExcelProprietary Systems
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • At least 1 year of Customer Success experience with retention responsibility for a dedicated book of business
  • Strong written and verbal communication skills
  • Comfortable handling support requests via email and phone
  • Able to work well under pressure and with ambiguity
  • Tech savvy and able to learn tools like Salesforce Confluence and proprietary systems
  • Experience triaging issues and escalating bugs to engineering
  • Ability to review offshore team work and ensure quality before sending to partners

Nice to have

  • Empathetic
  • Driven
  • Competitive
  • Team player
  • People person
  • Relationship builder
  • Friendly
  • Optimistic
  • Caring demeanor
  • Spanish bilingual

Day to day

  • Own a dedicated book of business and build strong trust with each client while driving retention and value delivery.
  • Coordinate closely with 5 offshore reps by handing off work reviewing output and ensuring customer needs are met with accuracy.
  • Handle support requests diagnose issues escalate bugs to engineering and improve processes to boost efficiency and user experience.