Job Description:

As a Client Success Team Leader, you will be responsible for leading and managing a team of Client Success Managers or representatives to ensure the success and satisfaction of clients. Your role will involve overseeing client relationships, setting strategic goals, and driving the team to deliver exceptional customer service and achieve business objectives.

Responsibilities:

1. Team Leadership: Provide leadership and guidance to the Client Success team. Set clear goals and expectations, assign tasks and responsibilities, and ensure effective teamwork and collaboration.
2. Client Relationship Management: Oversee client relationships and ensure high levels of customer satisfaction. Monitor key accounts, engage with clients regularly, and address any issues or concerns. Act as a point of escalation for challenging or critical client situations.
3. Strategy Development: Work closely with senior management to develop and implement the overall client success strategy. Identify growth opportunities, establish performance metrics, and define strategies to maximize client retention and expansion.
4. Performance Management: Monitor and evaluate the performance of the Client Success team. Set individual and team targets, provide feedback and coaching, and support professional development to enhance team members' skills and capabilities.
5. Client Success Planning: Collaborate with clients to develop and implement success plans aligned with their goals and objectives. Ensure proactive communication, regular check-ins, and ongoing value delivery to drive client satisfaction and achieve desired outcomes.
6. Cross-functional Collaboration: Collaborate with other teams, such as Sales, Marketing, and Product, to align strategies and ensure a seamless customer experience. Foster strong interdepartmental communication and coordination to meet client needs effectively.
7. Reporting and Analytics: Track and analyze key performance metrics related to client success, such as customer satisfaction, retention rates, and upsell opportunities. Generate reports and provide insights to senior management to drive data-driven decision-making and identify areas for improvement.
8. Process Improvement: Continuously evaluate and improve client success processes and workflows. Identify opportunities to streamline operations, enhance efficiency, and implement best practices to drive customer success outcomes.
9. Training and Development: Provide training and development opportunities for the Client Success team. Stay updated with industry trends, customer success methodologies, and product knowledge to ensure team members have the necessary skills and knowledge to deliver exceptional service.
10. # Immediate Joiner Required# BPO Experience required # 4 LPA #