Customer Success Team Lead
5 giorni fa
About This Opportunity:
The Customer Experience Manager is a leadership role responsible for overseeing and managing a Customer Success team at Docebo, focusing on driving customer satisfaction, retention, and growth by building strong relationships with customers.
Key Responsibilities:
• Execute the customer success strategy aligned with Docebo's goals and objectives
• Define clear goals, key performance indicators (KPIs), and metrics to measure customer success and team performance
• Collaborate with cross-functional teams, such as Sales, Marketing, and Product to drive customer success
• Lead and manage a team of Customer Success professionals, providing guidance, mentorship, and support
• Foster a customer-centric culture within the team, promoting collaboration, knowledge sharing, and continuous learning
• Build and maintain strong relationships with key customers, acting as a strategic advisor and advocate
• Collaborate with the team to develop and execute customer success plans as necessary
• Ensure effective communication and coordination between customers and internal stakeholders to drive customer satisfaction
• Develop and implement standardized processes, methodologies, and best practices to drive consistent and efficient customer success operations
• Utilize customer success platforms and tools to track customer engagements, monitor customer health, and measure customer success metrics
Requirements:
• Minimum of 3-5 years leadership experience for a team in a customer-facing role
• Experience working with B2B accounts
• Proven track record of consistently assisting customers in achieving their desired business outcomes to drive upsell and cross-sell opportunities
• Strong written and oral (live and virtual) communication skills
• Ability to build relationships and rapport virtually
• Ability to handle high-pressure situations and varying work volumes
• Ability to demonstrate empathy while balancing the requirements of a business relationship between Docebo and its customers
• Ability to autonomously balance time and effort to achieve goals
• Strong problem-solving skills
• Self-driven and collaborative
• Knowledge of HR/LMS technologies is desired
• Ability to travel, with notice, up to 25%
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