About the company:
Our client is a liquidity and technology provider of solutions for the crypto and foreign exchange (FX) industry. The company specializes in the sphere of B2B services and products, catering to a wide range of clients including large licensed brokers, crypto exchanges, crypto brokers, forex brokers, hedge and crypto funds, and professional managers. The company's advanced base of ready-to-use technical solutions enables brokers to save time and money on consuming infrastructure projects and focus on enlarging their client base and increasing their revenues.
The companyis seeking a dynamic and results-oriented Customer Success Manager Team Lead to spearhead their customer growth and retention strategy. The ideal candidate will be a seasoned professional with a proven track record of building and leading high-performing account management teams. This role is crucial in maximizing customer lifetime value by driving product adoption, increasing trade volume, and ensuring overall customer satisfaction.
Responsibilities
Team Leadership and Development: •Build, develop, and mentor a high-performing team of Account managers.
•Set clear performance expectations, provide regular coaching, and conduct performance reviews.
•Identify training needs and develop training programs to enhance team capabilities.
•Foster a collaborative and supportive team environment focused on client success.
Customer Growth and Retention: •Develop and execute strategies to increase customer trade volume, product adoption, and customer lifetime value.
•Lead by example in conducting value-driven discussions with key customers to identify upsell and cross-sell opportunities.
•Collaborate with sales and product teams to ensure a seamless customer journey.
•Monitor customer health metrics and proactively address customer needs and concerns.
Customer Satisfaction and Escalation Management: •Oversee customer satisfaction levels and implement initiatives to improve customer experience.
•Develop and implement effective escalation procedures to resolve customer issues promptly and professionally.
•Build strong relationships with customers to become a trusted advisor.
Team Performance and Efficiency: •Track key performance indicators (KPIs) for the team, including customer retention, expansion, and satisfaction metrics.
•Optimize team processes and resource allocation to maximize efficiency and productivity.
•Utilize CRM and other tools to effectively manage customer data and track team performance.
Qualifications • Proven experience in managing and leading a customer success team in a B2B environment.
•Strong understanding of the financial services industry and trading platforms.
• Excellent communication, interpersonal, and presentation skills.
• Ability to build strong relationships with customers and internal stakeholders.
• Strong analytical and problem-solving skills.
• Proficiency in CRM and customer success management tools.
• Bachelor's degree or equivalent experience.
Desired Skills • Experience in the B2B SaaS industry.
• Knowledge of customer success methodologies and best practices.
• Experience with data analysis and reporting.
What They Offer • Competitive salary and benefits package.
• Opportunities for career growth and development.
• Dynamic and collaborative work environment.
If you are a passionate customer advocate with a proven track record of success, we encourage you to apply.
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