Job Opportunity: Customer Success Team Leader
||Customer Sales, Service, Support & Success
Customer Success Team Leader
An agile and innovative startup and we are proud to say that each employee contributes directly to our continuous success and growth. We have the best group of people and we are currently looking for a Customer Success Manager to join our team.
Our Customer Success Managers (CSM) are critical to our relationships with our customers. They are responsible to ensure that our customers successfully on-board, adopt, and maintain Company solutions and continue to renew their licenses year-over-year. CSMs are highly motivated and skilled customer relationship builders who drive adoption of our solutions, generate referrals, identify upsell and cross-sell opportunities, drive customer loyalty, and secure long term relationships. Our CSM serves as the customers' advocate within Company, and strives to understand their needs and how Company can help them achieve their goals.
As a Team Leader in the Customer Success group, you will be responsible for hiring, training, coaching, and leading a team of new and established Customer Success Managers in a fast-paced and rapidly changing environment.
In this role, you will work closely with many internal stakeholders to help build and guide a team of Customer Success Managers, improve customer retention and help increase the footprint of Company within our customer base. As part of our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value.
Serve as a coach and a leader, helping to develop the skills of your team so they are able to achieve their career goals
Actively lead renewal activities (Quote Generating, Pipeline Management, Order Forecasting, Order Processing)
Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers
Manage day-to-day operations, performance management, and growth of team members
Display an ability to build confidence and trust in your direct reports.
Maintain a high level of team engagement and motivation.
Actively identify areas for innovation and improvement within the CSM Team
Develop and maintain strong cross-departmental relationships.
Help drive customer awareness of product features and Company services to maximize the adoption and realized value of their purchased solutions
Coordinate with recruiting and internal teams to recruit, hire, and train new team members.
Shown leadership ability to influence, develop and empower employees to achieve their best
Experience working effectively with all levels of management
3 years experience as a manager
Experience handling customer escalations
Previous experience in leading sales cycles (especially renewals) - MUST
Minimum 3 years of experience in Customer Success Management, Account Management in a software company
Proven technical skills with the ability to understand customer's challenges/needs and advise on best practices
BS.c – Computer Science/Industrial Engineering or equivalent
Creative problem solver.
Ability to discuss the Company product and overall SAST environment at a business & technical levels
Detail-oriented – able to capture proper information correctly and accurately.
Exceptional multi-tasking abilities and organization skills.
Ability to connect and build long-lasting relationships with customers
Excellent verbal and written communication skills
Excellent presentation skills
Proficiency with Salesforce.com is an advantage
Ability to adopt and effectively use other platforms and solutions, as needed
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