6.0 - 10.0 years

0 Lacs

telangana

On-site

As a Customer Success Manager Team Lead, your role will involve overseeing a team of customer success executives who cater to medical device clients. You will need to strike a balance between direct customer interactions and effective leadership to ensure service quality, manage team performance, handle escalations, and drive customer satisfaction. Key Responsibilities: - Lead, mentor, and manage a team of customer success executives, which includes tasks such as shift planning, workload allocation, and performance monitoring. - Handle escalated or challenging customer situations with professionalism, setting a positive example for your team. - Guide the team in effectively managing client journeys, ensuring prompt responses and delivering high-quality support. - Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction, providing regular feedback to the team. - Conduct training, coaching, and knowledge-sharing sessions to enhance the team's capabilities. - Collaborate with sales, product, and technical teams to address customer needs and escalations efficiently. - Prepare and share team performance reports with management, highlighting areas of improvement and any existing gaps. - Implement best practices for customer engagement, compliance, and the utilization of medical device solutions. - Drive customer success strategies aimed at enhancing retention, adoption, and overall satisfaction. Requirements: Qualifications & Skills: - A Bachelor's degree in Healthcare, Biomedical Engineering, Life Sciences, or Business Management (a Master's degree is preferred). - 5-7 years of experience in Customer Success/Client Services within the Medical Devices/Healthcare/Consumer Electronics industry, with at least 2+ years in a team lead or supervisory position. - Possess strong people management skills, including expertise in shift scheduling, coaching, and performance management. - Demonstrated experience in handling escalations, challenging clients, and conflict resolution. - Excellent communication and interpersonal skills, with the ability to influence and motivate your team effectively. - Proficiency in healthcare compliance standards and knowledge of medical device workflows. - Analytical and process-oriented mindset, with the capability to track KPIs and drive continuous improvements. - Willingness to occasionally travel for client visits or to provide support to the team.,

Posted 3 days ago

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