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Customer Success Team Leader
2 months ago
About OnHires:
OnHires is a leading provider of liquidity and technology solutions tailored for the cryptocurrency and foreign exchange (FX) sectors. Our expertise lies in delivering B2B services and products to a diverse clientele, including licensed brokers, crypto exchanges, forex brokers, hedge funds, and professional managers. Our innovative suite of ready-to-use technical solutions empowers brokers to streamline their operations, allowing them to focus on expanding their client base and enhancing their revenue streams.
We are in search of a proactive and results-driven Customer Success Team Leader to lead our initiatives in customer growth and retention. The ideal candidate will possess extensive experience in building and managing high-performing account management teams. This pivotal role is essential for maximizing customer lifetime value through driving product adoption, boosting trade volume, and ensuring exceptional customer satisfaction.
Key Responsibilities
Team Leadership and Development:
• Cultivate, mentor, and lead a high-performing team of Account Managers.
• Establish clear performance expectations, provide ongoing coaching, and conduct performance evaluations.
• Identify training needs and design training programs to enhance team skills.
• Promote a collaborative and supportive team culture focused on client success.
Customer Growth and Retention:
• Formulate and implement strategies to enhance customer trade volume, product utilization, and overall customer lifetime value.
• Lead by example in engaging with key customers to identify upsell and cross-sell opportunities.
• Collaborate with sales and product teams to ensure a seamless customer experience.
• Monitor customer health metrics and proactively address customer needs and concerns.
Customer Satisfaction and Issue Resolution:
• Oversee customer satisfaction levels and initiate programs to enhance the customer experience.
• Develop and implement effective escalation procedures to resolve customer issues swiftly and professionally.
• Build strong relationships with customers to establish trust and credibility.
Team Performance and Efficiency:
• Track key performance indicators (KPIs) for the team, including customer retention, expansion, and satisfaction metrics.
• Optimize team processes and resource allocation to maximize efficiency and productivity.
• Utilize CRM and other tools to effectively manage customer data and monitor team performance.
Qualifications
• Proven experience in managing and leading a customer success team within a B2B environment.
• Strong understanding of the financial services industry and trading platforms.
• Excellent communication, interpersonal, and presentation skills.
• Ability to foster strong relationships with customers and internal stakeholders.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM and customer success management tools.
• Bachelor's degree or equivalent experience.
Desired Skills
• Experience in the B2B SaaS sector.
• Familiarity with customer success methodologies and best practices.
• Experience with data analysis and reporting.
What We Offer
• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth and development.
• A dynamic and collaborative work environment.
If you are a dedicated customer advocate with a proven history of success, we encourage you to consider this opportunity.
