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A Customer Success
2 weeks ago
We are looking for a talented, driven, sustainability minded CS team lead, to be responsible for managing a team of global CS associates; in aiming at a high standard of customer experience and a sustainable, long-term customer satisfaction and loyalty, within TIPA.**Role Overview**:
- The CS team lead will be part of a global team whose mission is to ensure TIPA’s customers’ satisfaction, their ongoing engagement, as well as their growth.- As the manager of the CS team, you will be responsible for hiring, training, coaching, and managing a team of CS associates and driving them to outreach their goal.- Your challenge will be to maintain a high standard of customer experience and a sustainable, long-term customer satisfaction and loyalty.- Lead, coach and empower the customer success team to be successful in their roles
- Proactively identify areas for innovation and improvement within the CS Team and in other departments that are influencing the customer’s
- Collaborate with cross-functional teams to ensure visibility and alignment
**Responsibilities and Authority**:
- Foster a positive team culture and participate in team development including career development and performance management
- Ensure execution of customer journey touchpoints, including onboarding, retention, re-order/upsells and other opportunities
- Monitor the team’s day to day assignments and work routines, make sure we meet SLA’s and KPI’s
- Oversee escalations for assigned accounts and team’s accounts
- Coach team on customer success best practices
- Analyze customer and performance data to make informed decisions about operational and procedural changes
**REQUIREMENTS**:
**Education and experience**:
- Experience in leading customer success teams - advantageous
- 3+ years Customer Success or Account Management experience
- Experience in project management
- A Bachelor's Degree in relevant field
- English - mandatory, any additional European language - advantageous
- Willingness to travel
**Knowledge, skills, and abilities**:
- People’s manager at heart : mentoring, leading and contributing to the professional development of those around you
- Strong collaboration, time-management, influencing, and prioritization skills are critical to the success of this role
- Ability to manage multiple projects while maintaining strict attention to details
- Ability to build and maintain relationships internally and with customers
- Excellent listening, presentation, and communication skills
- Strong analytical skills
**ADDITIONAL INFORMATION**:
- **The role is based in the UK, a remote-office role, reporting to the Director of CS, based at TIPA;’s HQ in Israel. Team-members are based in Israel & in the US.
