customer success | Team LeadCONFIDENTIAL COMPANY

Job Description
As a Customer Success Team Leader, you will be working with customers and the team. You will be responsible for onboarding and providing customer support and exceptional customer service. The job requires an intimate knowledge of the product features and capabilities and the capacity to effectively train new customers and to troubleshoot problems. You will also be responsible for leading the customer success team, conducting one on ones with other team members, analyzing churn and usage data and developing best practices for our customers.
Responsibilities
Train customers over the phone and face to face sessions
Troubleshoot problems and provide solutions
Effectively manage large amounts of calls and emails
Identify and assess customers' needs to achieve satisfaction
Provide accurate, valid and complete information by using the right methods and tools in a timely fashion
Handle complaints, provide appropriate solutions within time limits and follow up to ensure resolution
Follow communication procedures, guidelines and policies
Keep records of customer interactions, enquiries and concerns
Provide timely feedback to the company regarding service issues, bug issues or customer concerns
Lead team meetings and conduct monthly one on ones with CS team
Analyze churn and usage data
Minimum Qualifications
4+ years of experience leading customer success teams, preferably with technology/SaaS companies
Combine technical know how with empathy, patience and strong communication skills
You will have experience supporting customers using SaaS solutions or internet/mobile products
Strong communication, leadership and coaching skills
Is open and eager to learn
You will have a great understanding of and interest in the internet, social media and mobile platforms
Familiar with customer support tools and structured way of working based on KPIs
Confident dealing with difficult conversations and experience of performance management
Must be customer centric and have the ability to adapt/respond to different characters
Ability to multi-task, prioritize and manage time effectively
Is self motivated and can manage change in a positive manner