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Job description Customer Success Lead SimpliDOTS
Customer Success Lead
- Lead, coach, and mentor team members with a focus on professional development.
- Collaborate with cross functional teams to ensure visibility and alignment.
- Analyze customer data to improve customer experience.
- Improve onboarding processes.
- Work with Product to prioritize customer features and requests.
- Build relationships with assigned customers, help them with issues, and continually delight them with a positive.
- Build customer advocates who will speak on behalf of SimpliDOTS as a reference and share customer success stories of using SimpliDOTS.
- Create actionable KPI target.
- Responsible for customer satisfaction, measured in the future through NPS.
- Analyze and track accounts to identify churn risk and work proactively to eliminate that risk.
- 2+ years relevant experience in a Customer Success, Customer Support, and Account Management.
- Proven work experience as a team leader or supervisor.
- Well-organized with a high attention to detail and ability to prioritize.
- Proficiency with MS Office and Google Sheet.
- The candidate has an interest in leveraging data and analytics.
- Excellent communication and diplomacy when working through customer issues.
- Knowledge of HR, Learning & Development processes and issues would be an advantage.
- SaaS experience is preferred.