Customer Success Lead
Customer Success Lead
Posted on :
29-11-2024
Employer Active
1 Vacancy
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Job Description
Job Title: Customer Success Lead SaaS
Location: Noida Sector 2
Company: MyOperator
About Us:
MyOperator is Indias leading cloud communications platform trusted by over 10000 businesses across various industries. Our comprehensive SaaS solutions include cloud call center software WhatsApp API integration IVR systems tollfree numbers enterprise mobility and multistore telephony services. Renowned organizations such as IRCTC Razorpay Amazon PwC and Apollo rely on MyOperator to streamline their communication processes.
Recognized as a champion in India s cloud communications space we ve earned accolades for our ease of use exceptional customer service and innovative solutions. In 2022 we launched Heyo Phone a SMBfocused conversation app backed by industry superangels including Amit Chaudhary (Lenskart) and Aakash Chaudhry (AakashByjus).
We are now looking for an experienced Customer Success Lead to spearhead our customer success efforts manage a team of customer success managers and ensure that our clients receive worldclass service and maximize the value of our platform.
Role Overview:
As the Customer Success Lead you will be responsible for leading and mentoring a team of customer success managers (CSMs) while overseeing the entire postsales customer journey. You will play a critical role in ensuring that MyOperator s customers are highly satisfied effectively onboarded and derive maximum value from our solutions. This role is ideal for a customerfocused professional with a passion for SaaS team leadership and driving customer retention.
Requirements
Key Responsibilities:
- Leadership & Team Management: Lead mentor and motivate a team of customer success managers to ensure they deliver exceptional service and meet customer goals.
- Customer Onboarding: Oversee the onboarding process for new clients ensuring a smooth transition and adoption of MyOperator s products.
- Customer Retention: Develop strategies and initiatives to enhance customer retention reduce churn and increase lifetime value.
- Client Relationships: Build and maintain strong relationships with key clients acting as a trusted advisor and ensuring they derive maximum value from our cloud communications platform.
- Customer Health Monitoring: Implement systems for tracking customer health usage metrics and satisfaction to proactively address potential issues.
- Strategic Guidance: Provide strategic guidance to customers based on their business needs helping them optimize the use of MyOperator s products.
- CrossFunctional Collaboration: Work closely with sales product and marketing teams to align on customer feedback product enhancements and upsell opportunities.
- Training & Development: Conduct training sessions for both clients and internal teams to enhance product knowledge and customer engagement strategies.
- Process Improvement: Continuously improve customer success processes and workflows to enhance efficiency service quality and customer satisfaction.
- Reporting & Analytics: Monitor key customer success metrics create reports and analyze data to drive decisionmaking and improve team performance.
Required Skills and Qualifications:
- Experience: 46 years of experience in customer success or account management roles preferably in SaaS or technologydriven businesses. At least 12 years of experience leading or managing customer success teams.
- Leadership Skills: Strong leadership and team management abilities with a proven track record of guiding and motivating a team to success.
- CustomerFocused: Excellent communication and interpersonal skills with the ability to build strong lasting relationships with clients.
- SaaS Expertise: Indepth understanding of SaaS products customer success strategies and metrics. Prior experience in cloud communications or similar tech platforms is a plus.
- ProblemSolving Skills: Ability to identify challenges and proactively offer solutions to enhance customer experience and satisfaction.
- Analytical Mindset: Strong ability to analyze customer data track performance metrics and use insights to drive actionable improvements.
- TechSavvy: Proficiency with CRM tools customer success platforms and communication technologies.
- Educational Qualification: A bachelor s degree in business marketing or a related field. MBA or similar qualifications are a plus.
Benefits
Why MyOperator
- Join a leading SaaS company recognized for innovation and excellence in cloud communications.
- Work in a highgrowth environment with opportunities to drive real impact.
- Competitive salary performancebased incentives and a comprehensive benefits package.
- Be part of an awardwinning company that values customer success and service excellence.
- Work with toptier clients across multiple industries including Amazon PwC and Razorpay.
If youre a customercentric leader with a passion for SaaS and building strong client relationships MyOperator offers you the perfect platform to grow your career and make a meaningful impact.
Why MyOperator? Join a leading SaaS company recognized for innovation and excellence in cloud communications. Work in a high-growth environment with opportunities to drive real impact. Competitive salary, performance-based incentives, and a comprehensive benefits package. Be part of an award-winning company that values customer success and service excellence. Work with top-tier clients across multiple industries, including Amazon, PwC, and Razorpay. If you're a customer-centric leader with a passion for SaaS and building strong client relationships, MyOperator offers you the perfect platform to grow your career and make a meaningful impact.
Education
Btech
Employment Type
Full Time
Key Skills
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