Customer Success Team Lead | WFH

HCL Technologies Philippines Inc; Taguig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking a Customer Success Team Lead to guide a team of customer-facing professionals, monitor onboarding performance, and drive customer adoption.

You will collaborate with cross-functional teams to improve customer outcomes, ensure service quality, manage access and lifecycle processes, and coach team members while maintaining strong stakeholder relations. Shift 3:00 PM to 12:00 AM PH Time, primarily WFH with onsite in McKinley Taguig as required.

Qualifications

• At least 3 years of experience in Customer Success, onboarding, or related roles.
• Experience leading or mentoring teams.
• Knowledge of onboarding, user lifecycle management, and account administration.
• Experience with access management, provisioning, or related tools.
• Strong communication, problem-solving, and stakeholder management skills.
• Proficient in Microsoft Office, CRM platforms, and reporting tools.
• Customer-focused, organized, and able to manage multiple priorities.
• Basic understanding of technology and networking concepts.

Responsibilities

• Lead day-to-day onboarding and platform support activities for Cisco IQ customers.
• Guide the team in supporting customers through setup, telemetry enablement, and platform activation.
• Monitor customer interactions across phone, email, and webinars to ensure timely guidance and query resolution.
• Track onboarding progress, adoption metrics, customer engagement records, and support activities.
• Review reports and dashboards to identify blockers, trends, and improvement opportunities.
• Coordinate with cross-functional teams to address customer issues and improve onboarding outcomes.
• Support team members in handling escalations, follow-ups, and customer communication.
• Ensure adherence to user lifecycle processes such as onboarding, access modification, and offboarding.
• Drive team productivity, process compliance, quality of customer interactions, and timely closure of assigned activities.
• Capture customer feedback and share actionable insights with internal stakeholders to improve customer outcomes.

Skills

Leadership

Onboarding

Stakeholder mgmt

Communication

Problem solving

CRM tools

Reporting tools

Microsoft Office

Multi-tasking

Tools

CRM platforms

Microsoft Office

Reporting tools

Job description

About the Role

We are seeking a Customer Success Team Lead to lead a team of customer-facing professionals, monitor onboarding performance, drive customer adoption, and collaborate with cross-functional teams to improve customer outcomes and service quality.

Key Responsibilities

• Lead day-to-day onboarding and platform support activities for Cisco IQ customers.
• Guide the team in supporting customers through setup, telemetry enablement, and platform activation.
• Monitor customer interactions across phone, email, and webinars to ensure timely guidance and query resolution.
• Track onboarding progress, adoption metrics, customer engagement records, and support activities.
• Review reports and dashboards to identify blockers, trends, and improvement opportunities.
• Coordinate with cross-functional teams to address customer issues and improve onboarding outcomes.
• Support team members in handling escalations, follow-ups, and customer communication.
• Ensure adherence to user lifecycle processes such as onboarding, access modification, and offboarding.
• Drive team productivity, process compliance, quality of customer interactions, and timely closure of assigned activities.
• Capture customer feedback and share actionable insights with internal stakeholders to improve customer outcomes.

Qualifications

• At least 3 years of experience in Customer Success, Customer Onboarding, Customer Support, Account Management, Service Desk, or similar roles.
• Experience leading or mentoring teams.
• Knowledge of onboarding, user lifecycle management, and account administration.
• Experience with access management, provisioning, or related tools.
• Strong communication, problem-solving, and stakeholder management skills.
• Proficient in Microsoft Office, CRM platforms, and reporting tools.
• Customer-focused, organized, and able to manage multiple priorities.
• Basic understanding of technology and networking concepts.

What We're Looking For

• Strong leadership and accountability.
• Proactive approach to identifying and resolving issues.
• Excellent collaboration and stakeholder management skills.
• Ability to coach, motivate, and develop team members.
• Customer-first mindset focused on adoption, engagement, and service excellence.

Work Schedule & Setup

• Shift: 3:00 PM to 12:00 AM PH Time
• Work Setup: Primarily WFH, with the flexibility to report onsite in McKinley Taguig as required by business needs