Client Success team - Managerial Role

As a Team Lead in a Client Success team, your role would involve overseeing a group of Client Success Managers or representatives and ensuring the team's success in managing client relationships. You would serve as a bridge between the team members and upper management, while also actively contributing to client satisfaction and retention efforts. Here are some key responsibilities associated with a Team Lead role in a Client Success team:

1. Team Management: Your primary responsibility would be to manage and lead the Client Success team. This includes setting team goals, assigning tasks and responsibilities, and monitoring individual and team performance. You would provide guidance, support, and mentorship to team members, helping them succeed in their roles.
2. Client Relationship Management: As a Team Lead, you would actively participate in managing key client relationships. This may involve collaborating with Client Success Managers on complex or high-value accounts, conducting client meetings or calls, and assisting in resolving escalated client issues or concerns.
3. Performance Monitoring and Coaching: You would be responsible for monitoring and assessing the performance of the team members. This includes tracking key performance indicators (KPIs) such as client satisfaction, retention rates, and upsell opportunities. You would provide feedback, coaching, and training to help team members improve their performance and achieve their targets.
4. Team Collaboration and Communication: As a Team Lead, you would foster a collaborative and communicative environment within the team. You would facilitate regular team meetings, encourage knowledge sharing, and ensure effective communication between team members and other departments such as Sales, Marketing, and Product teams.
5. Strategy Implementation: You would play a role in implementing the overall client success strategy within the team. This involves aligning team activities and initiatives with the organization's goals and objectives. You may contribute to the development of client success processes, best practices, and play a role in driving continuous improvement efforts.
6. Reporting and Analytics: You would be responsible for generating reports and analyzing data related to team performance and client success metrics. This could involve tracking and reporting on client satisfaction, retention rates, revenue growth, and other relevant KPIs. Data-driven insights can help you identify areas for improvement and make informed decisions.
7. Relationship Building: As a Team Lead, you would build and maintain relationships not only with clients but also with internal stakeholders. This includes working closely with Sales, Marketing, and Product teams to ensure a seamless customer experience and align strategies to meet client needs and expectations.

Immediate joiners Required # Experience in BPO Required # Package - to d max 6 LPA for the right candidate.