My client is an exciting Series C SaaS startup based in NYC. They have a tool that transforms the way teams work together. Their mission is to help teams build a culture of transparency and empower everyone to be happier at work. Due to increased growth and expansion they are looking to hire an Customer Success Manager, Team Lead.
As CSM Team Lead you will:
- Serve as a coach, mentor, and leader, helping individuals grow in their career, while setting expectations on performance based in feedback and transparency
- Manage the day-to-day operations, goal setting, performance management, and growth of the team
- Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting Service Level Agreements (SLAs)
- Manage customer escalations to create positive outcomes and creative problem-solve
- Recruit, hire, and train new team members
- Analyze customer and specialist performance data to make informed decisions about team management
- Understand customer service and communication, technical issue resolution, incident management (e.g. outages), and Customer Support best practices
- Are motivated by supporting others achieve success and growing individuals
- Have an interest in technology, marketing, sales business and industry growth
- Have superior data monitoring, analysis, and manipulation skills
Base salaries up to $100K + excellent benefits.
For more info please contact firstname.lastname@example.org