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Customer Success Team Leader
2 months ago
Relay is a rapidly growing technology startup based in Raleigh, dedicated to transforming communication methods. Our mission is significant and impactful.
Position Overview:
We are in search of a Customer Success Team Leader who thrives in a dynamic startup atmosphere where innovation is paramount. This role is pivotal in enhancing the customer journey from initial engagement through to ongoing support.
Key Responsibilities:
1. **Empower the Team:** Lead and inspire the Customer Success Specialists to effectively manage their customer portfolios and optimize product utilization.
2. **Training and Support:** Provide continuous training and educational resources to the team, ensuring they possess comprehensive knowledge of our systems and processes.
3. **Customer Engagement:** Maintain close relationships with customers to identify their needs, challenges, and opportunities for product enhancement.
4. **Process Improvement:** Proactively develop and refine processes and documentation to enhance team efficiency and customer satisfaction.
5. **Analytics Monitoring:** Analyze performance metrics and assist the team in addressing customer engagement issues to ensure optimal product adoption.
6. **Cross-Functional Collaboration:** Work alongside various departments to represent customer needs and ensure a cohesive approach to service delivery.
7. **Team Development:** Guide and mentor Customer Success Specialists, setting clear objectives and fostering a positive team culture.
Qualifications:
- Bachelor's Degree in Business or a related field is preferred.
- Minimum of 3 years in a Customer Success or Account Management role within a B2B/B2C environment.
- At least 1 year of experience in a leadership capacity.
- Strong analytical skills with the ability to leverage data for strategic decision-making.
- Proven ability to build and maintain relationships across all levels of an organization.
Preferred Skills:
- Familiarity with enterprise software and CRM platforms.
- Experience in a startup environment is a plus.
Company Culture and Benefits:
At Relay, we prioritize a culture of empowerment and growth, enabling our team members to achieve their best work. Our comprehensive benefits package includes:
- 100% Paid Health, Dental, and Vision Insurance.
- Generous Paid Time Off.
- 401(K) Savings Plan with Company Match.
- Wellness incentives and resources to promote a healthy work-life balance.
- Access to the latest technology and tools to support your role.
Join us in our mission to revolutionize communication for frontline workers and make a meaningful impact in the industry.
