Role Title - Customer Success Support Team Lead
Role Purpose – The role incorporates elements of business analysis, project management and solutions planning. This person will work closely with business stakeholders and department heads to maximize the capability and effectiveness within the Customer Success Services team. The role also includes line management of the internal services team members, mentoring and developing team members.
As part of the support leadership team, the Customer Success Support Team Lead participates in the operational leadership forum, sharing best practices. supporting other technical leads and raising awareness of changes and developments within the services domain that could impact the work of supported customers.
Location – Philippines This Role
Reports To – Customer Success Delivery Director
Role Responsibilities
Manage a team of Support Specialists including Salesforce Developers and Administrators.Work with business stakeholders to refine, plan and prioritize BAU tasks.Manage micro-projects relating to the supported platforms.Planning and prioritising BAU tasks for supported customers.Drive support best practices.Micro-project delivery.Taking ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews.Ensuring that systems, procedures and methodologies are in place to support outstanding service delivery.Taking accountability for service delivery performance, meeting internal and customer expectations and driving future demand.Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.Providing accurate and regular reports to management on performance of service delivery.Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.Maintain 85% utilisation.Maintain CSAT (Customer Satisfaction) score of at least 4.5.Knowledge, Skills & Experience
Proficiency in leading both physical and virtual teams.Exceptional customer facing skills.Expertise in people management and leadership.Strong organisational skills.Capacity to train and guide junior team members.Ability to manage and prioritise tasks efficiently.In-depth knowledge of escalation procedures, incident management and other disciplines related to service delivery.Resource planning and problem solving skills.Readiness to demonstrate a proactive attitude.Excellent verbal and written communication skills.Equivalent work/technical experience.Understanding of ITIL and / or Intelligent Swarming principles.3+ years support services experience within the SAAS space.Salesforce.com Administrator, Advanced Administrator &/or Developer certification preferred