The Role
You Will Be Responsible For
- Driving product adoption and customer value at key accounts and identifying additional opportunities for customer expansion.
- Collaborating with the sales team on account strategy development for assigned customers.
- Defining best practices, metrics and goals and leading the Customer success teams towards achieving these.
- Ensuring a high degree of customer renewals.
- Building strong product expertise and providing training & ongoing support to key accounts as required.
- Providing feedback and advocacy on customer pain-points to internal teams.
- Ensuring strong customer service levels are met in line with Company objectives.
- Supporting the customer service team in resolving escalated issues or complaints.
- Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery.
- Developing plans to improve customer experience and satisfaction along with other internal stakeholders.
- Recruiting, training, coaching and performance managing the customer service team.
- Managing a team of 11-50 people.
Ideal Profile
- You have at least 5 years experience within a Customer Service or Customer Success role, ideally within the Telecommunications industry.
- You possess excellent interpersonal as well as written and verbal communication skills.
- You are a strong mentor and coach who can build high performing teams
- You enjoy finding creative solutions to problems
- You possess strong analytical skills and are comfortable dealing with numerical data
- You are willing to undertake 0-30% travel.
