Senior Team Leader, Customer Success Management

1 day ago

Melbourne, Victoria, Australia beBeeCustomerSuccess Full time $180,000 - $200,000
Job Title: Senior Team Leader, Customer Success Management

About the Role:

The Senior Team Leader, Customer Success Management will oversee a team of Support Service Managers located in key markets across APAC, responsible for managing customer relationships, resolving technical issues, and providing exceptional customer experiences.

  • Direct management responsibilities for all designated resources, team objectives, morale and culture
  • Motivate the team to deliver exceptional customer experiences and value realization
  • Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals
  • Attract, hire and retain top talent
  • Evaluate measurement criteria to evaluate trends in team performance, including customer satisfaction, operating efficiency, event readiness planning and customer retention

Responsibilities:

• Direct management responsibilities for all designated resources, team objectives, morale and culture
• Motivate the team to deliver exceptional customer experiences and value realisation
• Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals
• Attract, hire and retain top talent
• Evaluate measurement criteria to evaluate trends in team performance, including customer satisfaction, operating efficiency, event readiness planning and customer retention
• Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives
• Engaging in support of key accounts and critical issue management, attend customer service and business reviews.
• Own one or more global programs for the Support leadership team
• Partner with the Sales leadership team to align Support efforts to local sales and retention objectives.

Requirements:

• Minimum of 10 years of people management experience in a fast-paced, enterprise level, critical software support, professional services or account management environment
• Act as a role model to others : sets an example of integrity, ethical behavior and professionalism
• Strong organizational skills : capable of prioritizing, managing, multitasking, and completing projects across multiple functions
• Outstanding communications skills (presentation, written, and verbal) to interact with all levels of professional staff.
• Ability to explain complex technical concepts simply
• Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
• Experience in interviewing, coaching and leading technical teams
• Proven ability to lead & manage remote staff
• Familiarity with SaaS solutions or Adobe Digital Experience solutions a plus

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