Customer Success Lead

2 weeks ago

Miami, United States adm Promotions Full time

Are you passionate about technology and interested in joining a young, fast-paced, start-up environment where you will be working to solve complex challenges for some of the biggest companies in the industry? If so, read on to learn more about an exciting opportunity to join the Digital Transformation Team at Effectus.

Work we do

Effectus, LLC is a global consulting firm headquartered in South Florida that enables companies in the Ecosystem of Product to eliminate obstacles and constraints that prevent them from realizing their full potential. In doing so, we allow them to redefine what is possible.

Effectus was named #6 in the City of Miami on the 2021 Inc. Magazine 5000 Regionals, the list of the fastest-growing private companies in Florida.

Eager to know more about what we do? Case studies can be found at effectuspartners.com.

Role Overview:

The Customer Success Lead at Effectus plays a pivotal role in ensuring that our customers achieve their desired business outcomes through the effective use of our products and services. This role is key in driving customer engagement, adoption, and overall satisfaction while strategically managing relationships to support long-term success.

As a lead within the Business Process Innovation Practice, you will oversee the Business Process Outsourcing (BPO) services, providing strategic guidance and ensuring that the operations deliver value to our clients. You will work closely with internal teams and external stakeholders, ensuring that customer needs are met and that our services continuously evolve to exceed expectations.

Responsibility Overview:

+ Customer Engagement & Success: Work closely with customers to understand their business needs and objectives. Provide guidance on best practices and ensure they are maximizing the value of Effectus' offerings.

+ Relationship Management: Serve as the primary point of contact for a portfolio of customers, building and maintaining strong relationships with key stakeholders to foster trust and loyalty.

+ Adoption & Renewals: Drive customer adoption of Effectus products and services, ensuring they are fully integrated into the customers workflow. Focus on securing renewals by demonstrating the ongoing value and benefits of our solutions.

+ Cross-functional Collaboration: Collaborate with internal teams, including sales, product, and technical experts, to address customer needs and identify opportunities for growth. Act as a liaison to bring in the right technical resources when necessary to support customer success.

+ Strategic Planning: Engage in proactive planning with customers to identify potential risks and opportunities. Develop and execute tailored success plans that align with the customers strategic goals.

+ Partner Engagement: Work with Effectus partners to ensure they are equipped to deliver value to mutual customers, driving successful implementation and ongoing support.

+ Executive Communication: Engage with executive stakeholders within customer organizations to align Effectus solutions with their broader business strategies. Manage relationships with large or strategic accounts, ensuring high levels of customer satisfaction and retention.

Detailed Responsibilities:

+ Strategic Leadership & Stakeholder Management:

+ Provide strategic oversight and leadership for all business operations within the BPO services. Lead high-level meetings with internal and external stakeholders, ensuring alignment on objectives, responsibilities, and timelines. Foster accountability by tracking and driving action items to completion, while maintaining a clear vision of the overall business goals.

+ Performance Monitoring & Quality Assurance:

+ Oversee and evaluate the outputs of outsourced business operations, ensuring that client quality standards and throughput requirements are consistently met. Implement robust monitoring systems to proactively identify potential issues and opportunities for optimization, maintaining a high level of operational excellence.

+ Executive Reporting & Communication:

+ Deliver comprehensive, data-driven reports and presentations to both clients and internal executive leadership. Provide strategic insights and recommendations based on performance metrics, ensuring that all stakeholders are informed of progress, challenges, and achievements.

+ Financial Oversight & Accountability:

+ Take ownership of the financial aspects of client workstreams, including the tracking and timely delivery of billables. Ensure the accuracy and punctuality of client and vendor invoices, maintaining strong financial discipline and accountability across all projects.

+ Continuous Improvement & Innovation:

+ Champion a culture of continuous improvement within the BPO services. Identify and drive the implementation of process enhancements that increase efficiency, reduce costs, and improve client satisfaction. Lead the team in adopting innovative solutions that align with the evolving needs of the business.

+ High-Level Project Management & Issue Resolution:

+ Lead the communication and management of project status at a senior level, conducting regular reviews with key stakeholders. Address and resolve escalated issues promptly, ensuring that projects remain on track and aligned with client expectations.

Effectus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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