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Customer Success Team Lead
| Company | Global Relay |
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| Location | Vancouver, BC, Canada |
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| Salary | $80000 – $120000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- Degree or Diploma and/or 5+ years of account management or related experience, ideally in the information technology sector with an understanding of cloud solutions.
- Previous managerial and leadership experience required.
- Ability to assess customer needs and deliver appropriate solutions.
- Has a proven track record of successful account management.
- Maintains a professional business manner with the ability to comfortably interact with various executive business levels.
- Has the proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail.
- Excellent verbal and written communications skills.
- Resourceful with strong problem solving skills.
- Enthusiastic, strong work ethic and positive attitude.
- Excellent listening, negotiation and presentation skills.
Responsibilities
- Drive customer success strategy for his/her customer success team.
- As the main point of contact, establish and drive strong customer relationships and proactive customer engagement.
- Player/Coach for customer success team.
- Create and hold team accountable to targets and goals.
- Work with Global Relay departments, including Sales, Legal, Accounting, Provisioning and Customer Support to solve critical customer issues.
- Identify and support sales and upsell opportunities to existing customers.
- Understand and explain features and benefits of Global Relay services to customers.
- Proactively assess, clarify, and validate customer needs on an ongoing basis.
- Build reporting and dashboards on Salesforce CRM.
- Manage inbound work queue for the team.
- Attend and provide leadership in customer executive or quarterly business reviews.
- Train team on customer success best practices for SaaS companies.
- Mentor and empower existing team members as well as train new hires.
- Review, modify, and enable on workflow procedures for process improvements.
- Manage team KPIs and report to management.
- Point of escalation for negotiations, at-risk customers.
- Identify areas of opportunities for expansion.
Preferred Qualifications
- Previous direct experience with Salesforce or other CRM systems is highly desirable.
