Customer Success Experience Team Lead

• Lead and mentor a team of Customer Success and Experience professionals fostering a positive and collaborative team culture.
  

• Provide guidance training and support to team members to enhance their skills and knowledge.
  

• Oversee customer interactions across various channels ensuring timely and effective responses to inquiries concerns and feedback.
  

• Personally handle escalated customer issues and provide solutions to ensure customer satisfaction.
  

• Develop and implement customer success strategies to drive retention upsell opportunities and overall customer satisfaction.
  

• Follow up on customer success surveys and feedback and ensure utmost customer satisfaction.
  

• Collaborate with crossfunctional teams to align customer success initiatives with broader business goals.
  

• Utilize customer data and feedback to analyze trends identify areas for improvement and implement enhancements to the customer experience.
  

• Generate regular reports on customer satisfaction metrics and team performance.
  

• Continuously assess and optimize customer support processes to enhance efficiency and effectiveness.
  

• Implement best practices to streamline workflows and improve the overall customer experience.
  

• Develop and implement customer education programs and onboarding processes to ensure customers maximize the value of our products/services.
  

• Collaborate with product teams to stay informed about new features and updates.
  

• Establish a robust feedback loop between customers and internal teams to drive product/service improvements.
  

• Advocate for the customer within the organization ensuring their voice is heard in decisionmaking processes.
  

Requirements

• Bachelors degree in Business Marketing or a related field.
  

• Proven experience 34yrs in customer success customer experience or a similar role.
  

• Familiarity with customer support software and CRM systems.
  

• Strong leadership and team management skills.
  

• Excellent interpersonal and communication skills.
  

• Analytical mindset with the ability to derive insights from customer data.
  

• Customercentric approach with a passion for delivering exceptional experiences.
  

• Experience in developing and implementing customer success strategies.
  

• Adaptable and solutionoriented with the ability to handle challenging situations.