Job
Description
MyOperator is India's leading cloud communications provider, offering an omnichannel SaaS platform for businesses that includes cloud call center/contact center software, WhatsApp API, IVR and toll-free numbers, multi-store telephony, and enterprise mobility. The company has been deployed by over 10,000 businesses including IRCTC, Razorpay, Amazon, PwC, E&Y, Apollo, and more. MyOperator has received various awards and recognitions, including being rated as a champion in India's cloud communications segment by Software Suggest, awarded for ease of use by Capterra, and for exceptional customer service at UBS India BPO Conclave. Recently, We launched Heyo Phone, an SMB-focused conversation app backed by super-angels Amit Chaudhary (Lenskart) and Aakash Chaudhry (Aakash-Byjus). The Team Lead-Customer Success will lead a team of Customer Success Representatives, ensuring high levels of customer satisfaction, retention, and growth. This role involves managing team performance, driving process improvements, and fostering strong customer relationships. Responsibilities: Revenue Growth and Retention: Drive upsell and cross-sell initiatives to maximize customer value. Implement strategies for revenue retention and expansion within the existing customer base. Monitor and improve product adoption rates among customers. Develop and execute churn management strategies to minimize customer attrition. Team Leadership and Management: Lead, mentor, and develop a team of Customer Success Representatives. Set team goals, monitor performance, and provide regular feedback and coaching. Conduct performance reviews and identify training needs. Ensure team adherence to established processes and best practices. Customer Relationship Management: Oversee and manage key customer relationships. Address and resolve escalated customer issues in a timely and effective manner. Proactively identify and mitigate potential customer risks. Drive customer satisfaction and loyalty initiatives. Process Improvement and Optimization: Identify areas for process improvement within the Customer Success department. Develop and implement strategies to enhance efficiency and effectiveness. Monitor key metrics and generate reports on team and customer performance. Utilize data to make informed decisions and drive continuous improvement. Collaboration and Communication: Collaborate with other departments, including Sales, Product, and Support, to ensure seamless customer experience. Communicate effectively with team members, management, and customers. Participate in meetings and provide updates on team activities and customer issues. Qualification: 4+ years in Customer Success, or a related field, ideally in a SaaS or technology environment. 2+ years of experience in team handling. Bachelor’s degree in Business Administration, Marketing, or a related field. Proven experience in customer success, account management, Prior experience in a leadership or management role. Strong communication, interpersonal, and problem-solving skills. Proficiency in CRM software and other relevant tools. Experience in the cloud telephony or SaaS industry is a plus. Key Skills: Leadership and team management Customer relationship management Process improvement Communication and interpersonal skills Problem-solving Data analysis CRM software proficiency Benefits: Competitive salary and benefits package. Opportunity for growth and advancement. Dynamic and collaborative work environment Chance to work with cutting-edge technology and solutions. Show more Show less
