Description:
As a Customer Success Manager - Americas Lead, you will be responsible for leading and managing a team of Customer Success Representatives and a number of key customers. Your primary goal is to ensure that customers have a positive experience with the company's products or services and that their needs are met. You will collaborate with cross-functional teams to drive customer success and contribute to the overall growth and retention of the customer base.
Responsibilities
Team Leadership:
- Lead and mentor a team of Customer Success Representatives.
- Provide guidance, support, and training to team members.
- Foster a positive and collaborative team culture.
Strategic Account Management:
- Develop and implement strategic account plans aligned with the client's objectives and the company's goals.
- Identify growth opportunities and collaborate with internal teams to develop strategies for account expansion.
- Anticipate and address potential issues that may impact the client relationship or business partnership.
Customer Relationship Management:
- Build and maintain strong relationships with key customers.
- Work closely with customers to understand their goals, challenges, and expectations.
- Proactively address customer concerns and issues.
Customer Success Strategy:
- Develop and implement customer success strategies to drive customer satisfaction and retention.
- Collaborate with other teams, such as Sales and Product, to ensure a unified approach to customer success.
Metrics and Reporting:
- Track the defined key performance indicators (KPIs) for the customer success team.
- Provide regular reports on team performance and customer satisfaction.
Customer Advocacy:
- Identify opportunities for customer advocacy, testimonials, and case studies.
- Encourage and facilitate customer referrals.
Continuous Improvement:
- Continuously assess and improve customer success processes and workflows.
- Stay informed about industry best practices and trends.
- Continuously learn and build expertise across XTM group products, services and assigned customers.
Qualifications
- Bachelor’s degree in business, management or a related field.
- Proven experience as customer success team lead, strategic/key accounts manager or similar.
- Results-oriented with passion for customer success and experience achieving high levels of customer satisfaction.
- Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
- Hands on experience with CRM software, CS platforms, and deep understanding of sales performance metrics.
- Ability to analyze data and make data-driven decisions.
- Ability to collaborate effectively with cross-functional teams.
- Flexibility and adaptability to thrive in a dynamic and fast-paced environment.