We are seeking a Customer Success Manager to lead a team dedicated to delivering exceptional customer service. As a key member of our team, you will drive the performance and development of your team, working closely with diverse collaborators to achieve our ambitious corporate strategic objectives, market share, and sales goals.
Requirements
- Lead and develop an effective team
- Manage and distribute team workload and provide inputs for succession planning
- Mentor, coach, empower team members and promote teamwork
- Identify learning and development opportunities
- Ensure team members are properly trained according to department compliance, work requirements
- Support team to remove barriers, resolve conflict, and drive for accountability
- Establish goals, monitor performance achievement and discuss job expectations through performance reviews
- Collect, review and provide positive and constructive feedback for continuous development
- Provide and promote recognition through various tools
- Create a culture of collective problem-solving attitude, keen on optimizing customer touchpoint processes, driving efficiency through AI-powered insights working with our internal partners
- Provide Leadership to meet Corporate and Departmental Strategic Objectives (strategy alignment)
- Be the point of contact for operational issues. Practice awareness and involvement at all times.
- Initiate, build and sustain effective relationships and communication with internal and external stakeholders
- Collaborate with peers across regions to develop and implement solutions that ensure all teams are aligned and working cohesively on a global scale.
- Communicate, drive and deliver actions, expectations and measures of success to help achieve objectives
- Influence and participate in development of Regional Sales Operations strategies, line up with global/regional segment initiatives.
- Identify, participate, and drive system and process improvements
- Be accountable for performance metrics through identifying gaps, root causes and action plans. Communicate timelines to resolve issues
- Ensure a Safe, Compliant, and Ethical Work Environment
- Maintain knowledge of and apply company and local safety, labour, and ethics policies
- Communicate requirements to applicable team members and external partners
- Oversee execution of mandatory training for direct reports
- Identify and resolve and/or report potential safety, security, and labour issues
- Ensure team adherence to SOX compliance and support audits
- Foster Well-being with consistent endeavour for CX&O efficiency gain from continuous streamlined/improved process.
Benefits
- Competitive salary
- Comprehensive benefits package
- Opportunities for career growth and development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
