Team Lead - Customer Success Team

LeadVenture; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Join a dynamic team as a Customer Success Team Lead at a market-leading SaaS provider. In this role, you'll supervise a team of account managers, ensuring they are equipped to handle client needs effectively. You'll communicate company goals, motivate your team, and provide essential training and resources. This position offers a unique opportunity to impact client satisfaction and team performance in a collaborative environment. If you're passionate about customer success and enjoy leading teams, this role is perfect for you!

Formación

• Proven expertise in client handling and managing escalated issues.
• Strong communication skills to collaborate with various departments.

Responsabilidades

• Supervise and lead a team of account managers, providing direction and support.
• Conduct call audits and provide coaching to team members.

Conocimientos

Client handling expertise

Experience with escalated customers

Effective communication and collaboration

Critical thinking

Troubleshooting

Problem-solving

Excellent written communication

Excellent verbal communication

Organizational skills

Time-management skills

Herramientas

Microsoft Office Applications

CRM

Google platforms

Descripción del empleo

Customer Success Team Lead

The Customer Success Team Lead supervises and leads a team of account managers. Communicates company goals, important information, and deadlines to the team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeping management updated on team performance. Communicates concerns and policies among management and team members and leadership.

Here is more of what you’ll get to do:

• Maintain and appropriately work a small client load.
• Provide daily direction and communication from management to team members.
• Moderate chat and help account managers with customer issues daily.
• Appropriately distribute workload and oversee larger team member projects.
• Provide coaching, direction, and conduct weekly 1 on 1 meetings.
• Perform call audits.
• Ensure team members have appropriate training and other resources to perform their jobs as effectively as possible.
• Notify management of performance related accomplishments or concerns.
• Work as a member/leader of special or ongoing projects that support department and process improvement.
• Step in as initial escalation point in order to de-escalate client issues.
• Use appropriate judgement in upward communication regarding client, department, or employee concerns needing additional escalation.
• Provide weekly reports highlighting any escalations, trainings, meetings, individual performance, projects, and/or other notable items.
• Assist management with performance reviews.
• Assist management in achieving monthly goals.
• Other duties as requested by management.

You’ll thrive in this role if you have:

• Client handling expertise.
• Experience working with escalated customers.
• Ability to communicate and collaborate effectively with other departments.
• Critical thinking, troubleshooting, and problem-solving experience.
• Excellent written and verbal communication.
• Experience with Microsoft Office Applications, CRM, Google platforms.
• Superior organizational and time-management skills.

Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply!

Who are we?

LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more.

Our family of brands includes Dealer Spike, ARI Network Services, Inc. (ARI), Dealer Car Search, Frazer, TCS Technologies, Net Driven, Direct Communications, Inc. (DCi), Auction123, Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV.

We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture.

In this role, you’ll be working with our ARI brand who offers an award-winning suite of SaaS, software tools, and marketing services to help dealers, equipment manufacturers and distributors in selected vertical markets.