Customer Success Team Lead

2 days ago

Ann Arbor, Michigan, United States Sage Solutions Group Full time
About the Role

We are seeking a highly skilled and experienced Customer Success Team Lead to join our team at Sage Solutions Group. As a key member of our customer-facing team, you will be responsible for leading a team of Customer Success Professionals and driving customer success initiatives.

Key Responsibilities
  • Lead and manage a team of Customer Success personnel, providing guidance, coaching, and support to ensure the team's success in achieving customer satisfaction and retention goals.
  • Set clear performance expectations and goals for the team, monitoring individual and team performance, and providing regular feedback and performance evaluations.
  • Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships.
  • Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution.
  • Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team.
  • Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on industry trends and best practices.
  • Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success.
  • Stay up to date with industry trends, customer success methodologies, and emerging technologies, and share knowledge and best practices with the team.
  • Manage the application and workflow of customer success team members.
  • Maintain a high team morale.
  • Manage the budget for customer success operations.
  • Conduct regular performance evaluations and provide constructive feedback to team members.
  • Identify training and development needs and create improvement plans as necessary.
  • Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner.
  • Assist in the design and delivery of comprehensive training programs for new Customer Success associates.
  • Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles.
  • Develop training materials, manuals, and resources to support ongoing learning and development.
  • Conduct training sessions on product knowledge, customer success skills, and company processes.
  • Provide continuous coaching and feedback to associates to help them achieve performance goals.
  • Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts.
  • Relationship Building: Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty.
  • Product Knowledge: Develop a high-level understanding of our products and services, staying up to date with their features, benefits, and applications to effectively address customer inquiries and provide accurate information.
  • Process credit card payments, resolve failed transactions, and monitor for potentially fraudulent activities.
  • Customer Success Metrics: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs). For example: customer satisfaction ratings, response time, resolution time, and first call resolution rate.
  • Provide information on Shar Music Loyalty Points program and set up customer accounts.
  • Documentation and Reporting: Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system.
  • Assist with collections for Rentals and SharWay programs.
  • Cross selling relevant products and services.
  • Follow pricing and margin control to ensure profitability.
  • Understand the shipping process to provide client accurate shipping times and expectations.
  • Provide exceptional customer service, assist customers, support inventory management, handle administrative duties, and maintain a clean and organized environment in the Showroom.
  • Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes.
  • Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience, advocate for customer needs, and drive customer retention and expansion.
  • Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams.
  • Focuses on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and assisting the sales team when assigned to a special account.
  • Regular and routine onsite attendance
Requirements
  • Highschool diploma required.
  • Bachelor's degree preferred.
  • Minimum of 3 years successfully managing and leading a team.
  • Minimum of 5 years in a customer service, inside sales or related field.
  • Proven experience in a customer-facing role, such as customer success, account management, or sales, with at least 2-3 years of experience in a managerial or leadership position.
  • Some experience with musical instruments preferred.
  • Strong leadership and people management skills, with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Deep understanding of customer success best practices, methodologies, and KPIs.
  • Familiarity with CRM systems and customer success tools.
  • Results-oriented mindset, with a focus on achieving and exceeding team targets.
  • Ability to generate and analyze reports on all customer activity, including sales performance.
  • Ability to work effectively in a fast-paced, dynamic environment, with strong organizational and time management skills.
Perks and Benefits
  • 401(k)
  • 401(k) Matching
  • Medical
  • Dental
  • Vision
  • Life
  • Short & Long Term Disability
  • Generous PTO
  • Employee Discount Program

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