Customer Success

2 weeks ago

Natick, United States The MathWorks Inc Full time

The Customer Success Senior Team Leader is responsible for leading and managing a team of Customer Success Representatives that deliver exceptional customer engagement and satisfaction. This role involves overseeing daily operations, adherence to standard operating processes/workflows, coaching team members, and implementing strategies to enhance customer engagement and retention. The ideal candidate will have strong leadership skills, a customer-centric mindset, and a passion for driving team performance.

Responsibilities

  • Team Leadership: Supervise, mentor, and motivate a team of Customer Success Representatives to achieve individual and team goals.
  • Performance Management: Monitor team performance, provide regular feedback, and conduct KPI performance evaluations to ensure high levels of productivity and quality.
  • Customer Retention: Develop and implement strategies to improve customer retention and reduce churn.
  • Process Improvement: Identify opportunities to improve customer success processes and implement best practices to enhance service delivery.
  • Training and Development: Organize and deliver training and coaching sessions to enhance team skills and knowledge, ensuring they are equipped to meet customer needs effectively.
  • Personnel Oversight: Manage recruiting, interviewing, hiring, retention, annual performance reviews, and performance issues.
  • Cross-Functional Interaction: Work closely with Sales, Technical, Marketing, and Support teams to optimize customer experience and address any service gaps. Actively contribute and collaborate with worldwide peers to share best practices, standardize workflows, and drive process improvements.
  • Reporting and Analysis: Prepare regular reports and analysis on team performance, customer feedback, and other relevant metrics to inform strategic decisions. Proficiency in Excel, CRM, and telephony technologies is expected.
  • Escalation Management: Handle complex customer issues and escalations, providing solutions and positive customer experience.
Minimum Qualifications
  • A bachelor's degree and 6 years of professional work experience (or a master's degree and 3 years of professional work experience, or equivalent experience) is required.
  • Visa sponsorship will not be provided for this position.
  • Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.
Additional Qualifications
  • 3+ years of experience in customer success or account management
  • Strong interpersonal and communication skills.
  • Ability to analyze data and make informed decisions.
  • Excellent problem-solving skills and attention to detail.
  • Proficiency CRM & Reporting Systems (Power BI), Microsoft Products, and customer success tools.
  • A customer-centric mindset with a passion for delivering exceptional service.

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