Team Lead/Assistant Manager, Customer Success
- Cvent
- 5 - 7 years
- Noida, Gurugram
- 2 months ago
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Job Description
Overview:
- We re looking for a leader within the Customer Success team at Cvent to manage, coach and lead a group of our Customer Success professionals who work with Cvent s Event Management platform
- This individual is responsible for managing the quality, productivity and day-to-day of our success advisors that work with customers to drive adoption, achieve desired outcomes, ensure success with the platform and identify opportunities for expansion and ultimately contract renewal
- This position requires a dynamic professional who can liaise with other teams and departments in a professional manner, and can effectively communicate with team members, leadership and clients
- Measuring key performance metrics, coaching team members, acting on client satisfaction and handing escalations are all requirements of this position
- The ideal candidate must be an engaged leader with the ability to inspire others, drive change and embrace a continuous improvement culture
In This Role, You Will:
- Manage the quality, development, productivity and day-to-day of our Outreach Specialists that work with customers to drive adoption, achieve desired outcomes, ensure success with the platform, and identify opportunities for expansion and ultimately contract renewal
- Perform coaching sessions and deliver feedback on the quality of customer engagements Provide strategic guidance and support to reps on providing value-driven outreach and conversations with customers Conduct structured, bi-weekly 1:1s with team members to review client priorities, projects, performance objectives and goals
- Determine team member s goals and assignments based on strong knowledge of individual s strengths, opportunity areas and interests Coordinate and assign recourses to customer facing tasks
- Manage day-to-day operations of team through real time management Manage customer escalations, handling them through resolution
- Perform Root Cause Analysis (RCA) and call down customers based on their feedback Give input to performance reviews and performance improvement plans when necessary
- Provide input for monthly and quarterly business reviews for leadership Identify business improvements that align with company goals to drive the customer and employee experience
Heres What You Need:
- A minimum of 5-7 years of overall work experience, with at least 1 of those in a leadership position
- Relevant experience determines the job title of Team Lead or Assistant Manager
- Previous experience in B2B customer success, account management or other client facing roles
- Demonstrates strong leadership and people management skills
- Enthusiastic and engaged leader with the ability to inspire others
- Excellent interpersonal skills
- Must be a strong communicator at all levels and be able to present in large meetings to key stakeholders
- Contributes to a climate of innovation and continuous improvement to achieve Cvent s goals
- Demonstrates ability to manage quality and productivity on a high performing team through variation management
- Demonstrates personal excellence, accountability and integrity
- Ability to track key performance metrics and implement solutions to meet client needs
- Microsoft Office software proficiency, with strong Excel, Word and PowerPoint skills
- Technical aptitude with strong ability to learn software and upskill
- Previous experience in SaaS and event industry experience is a plus
- Knowledge of CRM automation products such as Salesforce and Gainsight
- Exposure to operational frameworks that focus on data-driven measurement, client satisfaction scoring of service delivery is a plus
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: CventLocation(s): Noida, Gurugram+ View Contact
Keyskills: RCA Automation Event management People management skills Account management Continuous improvement Operations Performance improvement CRM Salesforce
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Cvent
Cvent, Inc. (www.cvent.com) is the world's leading provider of cloud-based software for meetings and event management. Our platform of products includes software to manage and facilitate online event registration, meeting site selection, event management, e-mail marketing and web surveys. We also ...
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