Team Leader Customer Success Product Adoption Revenue

The Team Leader Customer Success will work closely with the AMs (Account Manager) Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/she will be responsible for supervising managing and motivating team members on a daily basis . He/She will be reporting to the Manager Customer Support and work with him/her to improve the ARPU of the existing clients. Key Responsibility Area

• Directs administers and controls the daytoday operations and activities of facilities and programmes in an assigned area.
• Participates in the implementation of divisional and company initiatives and strategies
• Practices cost containment strategies maintaining profitability and growth of area.
• Ensures and promotes the development of the area management team/succession planning through coaching training and leadership development.
• Manage the daily activities of AMs.
• Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care
• Responsible for the overall functioning of the processes including onboarding product adoption retention and growth.
• Listen to team members feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Suggest and organize team building activities
• Interacting with the Sales team to work on interdepartmental challenges

Requirements

• Master s degree in Business Administration or related field
• Has been in the leadership role of the similar profile from past 47 years
• Managing performance and profitability
• Promoting process improvement
• A customerfocused mindset putting the customer experience first in every action you take
• Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
• Experience working in a B2B SaaS organisation will be preferred
• Technically proficient
• Dealing with complexity analysing information and implementing company vision
• Excellent problemsolving skills

KPI

• Reduce the percentage of churn rate
• To increase the count of references
• Regular Team Training
• To increase the MRR
• To increase the product usage (mainly of low and medium usage clients)

Job Title: Customer Success Lead SaaS Location: Noida Sector 2 Company: MyOperator About Us: MyOperator is India\'s leading cloud communications platform, trusted by over 10,000 businesses across various industries. Our comprehensive SaaS solutions include cloud call center software, WhatsApp API integration, IVR systems, toll-free numbers, enterprise mobility, and multi-store telephony services. Renowned organizations such as IRCTC, Razorpay, Amazon, PwC, and Apollo rely on MyOperator to streamline their communication processes. Recognized as a champion in India s cloud communications space, we ve earned accolades for our ease of use, exceptional customer service, and innovative solutions. In 2022, we launched Heyo Phone, a SMB-focused conversation app, backed by industry super-angels including Amit Chaudhary (Lenskart) and Aakash Chaudhry (Aakash-Byjus). We are now looking for an experienced Customer Success Lead to spearhead our customer success efforts, manage a team of customer success managers, and ensure that our clients receive world-class service and maximize the value of our platform. Role Overview: As the Customer Success Lead, you will be responsible for leading and mentoring a team of customer success managers (CSMs) while overseeing the entire post-sales customer journey. You will play a critical role in ensuring that MyOperator s customers are highly satisfied, effectively onboarded, and derive maximum value from our solutions. This role is ideal for a customer-focused professional with a passion for SaaS, team leadership, and driving customer retention. Requirements Key Responsibilities: Leadership & Team Management: Lead, mentor, and motivate a team of customer success managers to ensure they deliver exceptional service and meet customer goals. Customer Onboarding: Oversee the onboarding process for new clients, ensuring a smooth transition and adoption of MyOperator s products. Customer Retention: Develop strategies and initiatives to enhance customer retention, reduce churn, and increase lifetime value. Client Relationships: Build and maintain strong relationships with key clients, acting as a trusted advisor and ensuring they derive maximum value from our cloud communications platform. Customer Health Monitoring: Implement systems for tracking customer health, usage metrics, and satisfaction to proactively address potential issues. Strategic Guidance: Provide strategic guidance to customers based on their business needs, helping them optimize the use of MyOperator s products. Cross-Functional Collaboration: Work closely with sales, product, and marketing teams to align on customer feedback, product enhancements, and upsell opportunities. Training & Development: Conduct training sessions for both clients and internal teams to enhance product knowledge and customer engagement strategies. Process Improvement: Continuously improve customer success processes and workflows to enhance efficiency, service quality, and customer satisfaction. Reporting & Analytics: Monitor key customer success metrics, create reports, and analyze data to drive decision-making and improve team performance. Required Skills and Qualifications: Experience: 4-6 years of experience in customer success or account management roles, preferably in SaaS or technology-driven businesses. At least 1-2 years of experience leading or managing customer success teams. Leadership Skills: Strong leadership and team management abilities, with a proven track record of guiding and motivating a team to success. Customer-Focused: Excellent communication and interpersonal skills with the ability to build strong, lasting relationships with clients. SaaS Expertise: In-depth understanding of SaaS products, customer success strategies, and metrics. Prior experience in cloud communications or similar tech platforms is a plus. Problem-Solving Skills: Ability to identify challenges and proactively offer solutions to enhance customer experience and satisfaction. Analytical Mindset: Strong ability to analyze customer data, track performance metrics, and use insights to drive actionable improvements. Tech-Savvy: Proficiency with CRM tools, customer success platforms, and communication technologies. Educational Qualification: A bachelor s degree in business, marketing, or a related field. MBA or similar qualifications are a plus. Benefits Why MyOperator? Join a leading SaaS company recognized for innovation and excellence in cloud communications. Work in a high-growth environment with opportunities to drive real impact. Competitive salary, performance-based incentives, and a comprehensive benefits package. Be part of an award-winning company that values customer success and service excellence. Work with top-tier clients across multiple industries, including Amazon, PwC, and Razorpay. If you\'re a customer-centric leader with a passion for SaaS and building strong client relationships, MyOperator offers you the perfect platform to grow