We are looking for a technically savvy Customer Success Lead who possesses a strong drive for results. Duties for the Customer Success Lead will include a broad range of tasks such as maintaining and managing a team of 5 – 10 CS executives, maintaining ongoing customer relationships and networking, implementing success programs, onboarding and training clients, expanding the customer relationships through up sales/cross-sales, and minimizing churn. The candidate should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.
- Team Management: Managing, guiding day-to-day activities of the Customer Success team, Developing and implementing task timelines to achieve targets.
- Product Expertise: Build/configure high-quality solutions on the Quixy platform for the identified use cases, Aid in product design and product development, and Mediate between clients and the organization for prioritizing new feature requirements in the product road map.
- Customer Success:
- Develop and manage client portfolios. Sustain business growth and profitability by maximizing value.
- Should be able to give best Customer Onboarding Experience
- Analyze customer data to improve customer experience and Minimize customer churn
- Represent the “Voice of the Customer” within the company, and document business-value driven customer success stories and best practices
- Conduct periodic health checks of all the accounts and ensure the best practices have been followed
- Build customer loyalty and advocacy
- Trainings: Facilitate the training on the regular updates and new feature additions in the platform
- 4+ of years of experience in customer support/implementation/success roles. Excellent analytical & problem-solving skills
- Proven track record of working in customer facing role
- Previous experience in implementations of Salesforce/Appian/Mendix is desired
- Experience in leading a team size of 5- 10
- Ability to pick-up platform-based technologies on the fly
- Excellent Communication (Verbal, Written) Skills with ability to effectively communicate with internal and external customers
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
- Passionate about working in a fast-paced agile environment
- Willingness and ability to travel up to 50%