Customer Success Team Leader
2 weeks ago
**Summary**
**Responsibilities**
- Developing and implementing a well-planned customer onboarding program to ensure the customer’s understanding of all the company’s products and services
- Building and leading the Customer Success Team to achieve the desired results in engaging the customers, maximizing value perception, and developing strategies to increase our customer base
- Analyzing, monitoring, and onboarding new customers and ensuring a fully engaged, positive, and valuable experience
- Creating and implementing a work plan for the customer by utilizing product features based on the customer’s work style to increase product usage
- Addressing the customer’s complaints, suggestions, and requests to achieve customer satisfaction
- Developing and maintaining smooth and strong relationships with customers to increase loyalty and retention
- Following up on the customers’ contract renewal to maintain a sustainable customer retention rate
- Monitoring and reporting all customer activities, issues, requests, and feedback to management
- Gauging customers’ levels of engagement with the products and providing feedback to management and other teams
**Qualifications & Work Experience**
- Bachelor’s degree in any field
- 4+ years of relevant experience
- Excellent command of the English language
- Knowledge of the practices of the customer success field
- Proficiency in MS Office, especially PowerPoint and Excel
- Knowledge of e-learning software is an asset
**Behavioural Competencies**
- Excellent verbal, written, and interpersonal communication skills
- Customer service oriented
- Planning and organizational skills
- Self-driven, dynamic, and proactive
- High computer literacy and ability to learn new software
- Strong time management skills, organizational skills, and the ability to multitask
- Self-initiated with a proactive behavior
- Problem-solving and decision-making skills
- Analytical skills
**Work Conditions**
This position includes traveling to other governorates.
32mRomBuyc
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