Customer Success Team Leader

6 days ago

London, Greater London, United Kingdom Hays Business Support Full time

Your new company
Hays Business Support is a collective management organisation for published materials. They exist to support knowledge sharing, protect companies, and champion the creative ecosystem.

Your new role
To lead and manage the Customer Success Managers and their engagement with Mid-tier and Key Accounts across all sectors. Ensure the team is supported in keeping customer details and communications recorded accurately, accounts are renewed in a timely manner, and the introduction of new products and potential upgrades are processed correctly. You will be expected to manage a small set of key customer accounts across all industries, in addition to overseeing the team's objective to seek opportunities to grow our customer revenue and process customer renewals in line with key Performance Indicators. Work with Tech and Commercial Sales Ops to price specific licences and deliver system improvements.

Key Responsibilities

  1. Staff Supervision to ensure the team is performing at its best.
  2. Revenue generation through seeking opportunities to grow our customer revenue.
  3. Customer Support and Development to ensure customer details and communications are recorded accurately.
  4. Systems and Data Management to ensure the introduction of new products and potential upgrades are processed correctly.

What you'll need to succeed
Core skills and attributes needed to fulfil this position are:

  1. Proven experience in Customer Success/Account Management/Relationship/Stakeholder engagement.
  2. Experience working with customer databases and orders/invoice processing.
  3. Experience of using CRMS, particularly Salesforce.
  4. Intermediate knowledge of Microsoft Office, particularly Excel.

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