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Customer Success Senior Team Leader

2 months ago

Natick, Massachusetts, United States MathWorks Full time
**Customer Success Senior Team Leader**

MathWorks, a global leader in mathematical computing, is seeking a highly skilled Customer Success Senior Team Leader to join our team. As a hybrid company, we offer the flexibility to work from home and collaborate with colleagues in our offices.

**About the Role**
  • Lead and manage a team of Customer Success Representatives to deliver exceptional customer engagement and satisfaction.
  • Oversee daily operations, adherence to standard operating processes, and implement strategies to enhance customer engagement and retention.
  • Develop and implement strategies to improve customer retention and reduce churn.
  • Identify opportunities to improve customer success processes and implement best practices to enhance service delivery.
  • Organize and deliver training and coaching sessions to enhance team skills and knowledge.
  • Manage recruiting, interviewing, hiring, retention, and performance issues.
  • Work closely with Sales, Technical, Marketing, and Support teams to optimize customer experience.
  • Prepare regular reports and analysis on team performance, customer feedback, and other relevant metrics.
**Requirements**
  • 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 in CRM & Reporting Systems, Microsoft Products, and customer success tools.
  • A customer-centric mindset with a passion for delivering exceptional service.
**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).
  • Authorized to work in the United States on a full-time basis for any employer without restriction.

MathWorks is an equal opportunity employer and evaluates qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.