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Customer Success Team Lead
Skills
ActingConfluenceCustomer SuccessEngineeringIdentifying TrendsMicrosoft ExcelProprietary Systems
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.