Details:
- Job Type: Permanent
- Job Status: Full-Time
- Location: Kingston upon Hull East Riding of Yorkshire United King
- Date: 1 week ago
Description:
Role: Customer Success Team Lead
Department: Customer Success
Sector: Industrials
Location: Hull
Working as a Team Lead in our Industrials EMEA Team, you will be tasked with managing a team of Customer Success Executives and oversee activities around, onboarding, training, performance, and coaching. In this role you will be expected to drive results that tie back to our strategic objectives:
- Increase retention by volume.
- Decrease customer churn.
- Drive growth.
- Increase visibility customer-side.
- Increase customer loyalty and advocacy.
Key responsibilities
- Engage with the Customer Success team and manage activities around, onboarding, training, performance, and coaching.
- Influence future customer value through product engagement, customer satisfaction and overall health scores.
- Work cross-functionally with our analyst, commercial and custom teams to develop and lead customer plans. Ensuring all internal team are aligned and delivering on our customer lifecycle.
- Develop an in-depth knowledge of our products and an understanding of what’s happening in the industry.
- Be the ‘voice’ of the customer within our business and provide feedback to all other teams to drive continuous customer success.
- Drive customer success outcomes by working with the team to; increase renewal rate, expand account revenue through cross-sell/up-sell and influence future lifetime value through product adoption.
- Work on global internal projects with the objective of enhancing effectiveness and efficiency.
- Focus on customer onboarding to ensure the best seamless experience.
- Have a ‘high-level view’ of the entire support process and be able to identify risk early.
- Foster a positive team culture.
- Ensure data integrity and provide regularly reporting on customer health and support.
Job requirements
- 3+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Experience in the Industrials [Construction, Mining, Power and Oil & Gas] preferred.
- Goal orientated with a positive attitude towards KPIs and targets.
- Strong empathy for customers and passion for growth.
- Demonstrated intellectual curiosity.
- Enthusiastic with the ability to inspire others.
- Excellent oral and written communication skills.
- Demonstrated ability to meet deadlines and have excellent attention to detail.
- Well defined prioritisation and organisational skills.
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