Associate Manager - Team Manager - Tech
Paglalarawan ng trabaho
The Customer Success Team Manager will lead a team of customer success representatives who are responsible for delivering a world-class customer experience to clients. The supervisor will manage the day-to-day operations of the team, develop, and implement strategies to improve customer satisfaction and retention rates and ensure the team is meeting or exceeding performance metrics. The ideal candidate will have experience in customer success management, a deep understanding of the cloud communication and collaboration space, and strong leadership skills.
Responsibilities
- Drive value for customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers’ objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered.
- Drive alignment with internal teams including Renewals Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focusing on selling with a retention focus.
- Recruit, mentor, and inspire a world-class team by setting expectations, giving feedback, conducting interviews, and creating a customer-first culture.
- Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors, and report on metrics.
- BA/BS degree or equivalent work experience, MBA preferred but not required.
- 5+ years of customer or account management experience including 2+ years managing high-performing Customer Success teams at a SaaS or telecommunications company.
- Experience in hiring, mentoring, and growing a team of Customer Success Managers.
- Proven experience driving adoption and leveraging customer success best practices.
- Demonstrated ability to develop strategies to address business metrics, translate them into initiatives and track successful delivery.
- Possesses executive presence with communication that drives results and motivates the team.
- Thrives in ambiguity as part of a growing and expanding team.
- Demonstrated ability to effectively collaborate across organizational boundaries.
- Experience successfully working with senior (C-level) executives.
- Experience effectively addressing escalated client issues with speed and urgency.
All your information will be kept confidential according to EEO guidelines.
Mga kasanayang nabanggit
At Sutherland, the journey began in 1986 with a singular vision: to be an indispensable partner in our clients' pursuit of excellence. This ethos continues to be the bedrock of our operations. We are an experience-led digital transformation company, dedicated to engineering exceptionally crafted experiences for both customers and employees – experiences that not only meet today's demands but continue to delight tomorrow. Our culture is deeply rooted in a commitment to our clients and to one another, a concept we affectionately call 'One Sutherland.' This signifies a globally unified team, operationally effective and culturally meshed, all driving towards common goals. The core values that steer our every endeavor are agility, innovative 'outside-the-box' thinking, unwavering integrity, and the flawless execution of strategies. These aren't just words on a page; they are the pillars upon which we've built a company that consistently delivers measurable outcomes and accelerates growth for the iconic brands we serve worldwide. For over three decades, Sutherland has been at the forefront of process transformation, helping businesses rethink and rebuild their operations for the digital age. We achieve this by masterfully blending the speed and insight of human-centered design thinking with the scale and precision of real-time analytics, artificial intelligence, cognitive technology, and automation. Our mission extends beyond mere cost reduction; it's about holistically enhancing business performance across various critical processes, including revenue generation, cash flow optimization, and capital utilization. Maximizing customer satisfaction and bolstering our clients' overall competitive edge are paramount. We pride ourselves on a global footprint, with a presence in numerous delivery centers, serving customers across many countries. This global reach, combined with our deep domain expertise and cutting-edge technology, allows us to tailor proven, rapid solutions to fit the unique DNA of each client. Our corporate social responsibility strategy is also integral to our identity, focusing on community upliftment through education and technology, fostering an inclusive and ethical workplace, and promoting environmental sustainability. It's about unlocking new possibilities, forging transformative outcomes, and building enduring relationships.
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