Team Lead, Customer Success

E24-081

Business Centre "Labirint" 5th Floor Liulin 10 District, Sofia, Sofia,

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Technical Support

Full-Time/Regular

Job Purpose

The Team Lead Customer Success is responsible for providing expertise to a team managing multi-level, complex relationships between employees, partners, and customers by maintaining a high level of customer, product, and industry knowledge to provide trusted guidance and coordination. The team acts as an escalation point for customers or partners and other corporate resources, especially Sales, Product Development, and Consulting Services.

Key Responsibilities

• Assist resources to deliver high-value, timely and accurate actions to address incoming customer success inquiries.
• Implement issue-handling processes and best practices, resulting in world-class efficient responses, driving quick resolution and closure times.
• Implement metrics for team performance, including workload, and customer satisfaction.
• Work toward objectives established by the leadership team.
• Coach the team to handle complex situations and gain knowledge of company processes, key employees, products (features, values, and adoption), and services.
• Gather customer feedback and propose internal changes.
• Tracks and updates customer success activity and team engagement with customers.
• Being part of the escalation path, participating in escalations when expectations by the customer have not been met by the team.
• Schedule and conduct conference calls with customers as needed.

Qualifications

• A bachelor's degree in computer science, computer information systems, or related experience.
• A minimum of 5 years of providing enterprise-level customer success experience.
• Ability to lead a small to medium group of highly skilled customer success employees.
• Result-oriented with strong problem-solving skills.
• Strong written and verbal skills in the language of support for this position.
• Must have exceptional organizational, time management, analytical and multi-tasking skills.