Customer Success Lead

Main purpose of role:

The CSL will provide an exceptional experience for customers both directly and alongside your wider team. Support partners through their onboarding journey to deliver maximum value from products and services whilst establishing and strengthening customer relationships. As a CSL, meet and exceed our customers goals and objectives, driving effective product/technology adoption.

Provide leadership to and drive performance of your team. Own and be accountable for your teams success, working to deliver fantastic service as part of wider operations.

Ensure all people-related line management is handled. Effectively communicate, judging a situation to know when to tell, sell, consult and participate with staff and management. Own people management ensuring your team is performing effectively, attrition is kept appropriately low, with correct resource to successfully support customers, the business and your people.

Ensure staff are engaged, with employees understanding their role in helping achieve strategic priorities and their responsibilities from a brand and values perspective.

Think strategically about your team function and ensure their effective, sustained performance. Coach your team to think logically when managing issues or considering change.

Key responsibilities:

• Partner lead on adoption and in life management of new technologies and products, with the aim of overcoming challenges and risks during adoption to enable long term security of revenue.
• Line management and people development for Customer Success Technicians (121s, development plans, performance or conduct issues).
• Understand what customers and partners are aiming to achieve with our products and services, supporting through best practice, use of expert knowledge and self-service advocacy.
• Provide insight and solutions to implement and deliver service improvement.
• Have in depth technical knowledge and expertise of our products to contribute to ongoing learning of teams and customers.
• Identify and feedback opportunities for developing initiatives that optimise existing service processes, tools, or systems.
• Drive customer satisfaction and value through a customer first/low customer effort approach.
• Responsible for the performance and efficiency of the teams within your area.
• Long-term development of your staff through frameworks, coaching and training. Ensure quality framework in place to ensure continued development and effective operation of your teams, products and/or functions.
• Accountable for delivering and assessing Key Performance Indicators for your area to ensure an effective operation, demonstrated through management meetings. Link with other departments and act as representative for products and functions your team supports.
• Identify and mitigate risk to your teams function. Continuously review performance considering internal and external factors that could negatively affect your unit. Be forward thinking and responsible for tactical and strategic solutions to prevent impact, taking advantage of opportunities to benefit your team, wider ops and our organisation.
• Formulate and deliver on business area specific objectives with key stakeholders which help support the wider customer operations and strategic business priorities.
• Ensure escalations and incidents are managed effectively in your area. Proactively identify and reduce propensity to escalation for your area and 3rd parties.
• Be the local responsible person acting on behalf of the Data Protection Officer

Key Skills:

Problem solving

Analyse data to understand trends and draw conclusions on behaviour and performance devising action plans to improve service. Be solution oriented and able to draw up succinct and easy to deliver resolutions.

E.G. After conducting routine ticket analysis, you see a pattern of partners raising issues with call presentation. You formulate alternate presentation methods and ask your team to call partners that reported the issue to get their feedback. After incorporating, you get the team to raise JIRA into the development team and track this through, highlighting the impact to partners and sharing data around potential impact to business. You ensure the team test the functionality as part of release and feed this back to effected partners.

Decision making

Be comfortable making decisions to ensure we deliver effective support to Carriers and our business to achieve the goals of Customer Success.

E.G. You identify that we are not enabling Partners to adopt APIs easily, our documentation, access granting, adoption and in life support is poor. You do analysis on the impact to our Partners and Gamma and agree with the support teams to change practices for access granting and initial diagnostic processes whilst speaking to development to revise documentation.

Innovation

Define processes for your team and do collaboratively with other stakeholders. Working in a changing environment will be your norm, adapting as needed and keeping our service and support innovative.

E.G. You receive feedback from partners through surveys you design that our support is too slow to get to the root of issues for customers. You identify examples and conduct analysis on the delay. After research on service design and optimisation you devise a new swarming method with development and engineering stakeholders to work to resolve issues more quickly where there are genuine bugs. You devise a process for management, run it by your team then take to other internal stakeholders playing back how previous faults would now be handled and new benefits. You agree a trial phase with partners based on feedback and devise a rollout plan with our partners standing up resource as needed.

Communication

• Be a skilled communicator through presentations, written and verbal means.
• Engage with internal stakeholders to ensure your area is effectively represented with change and risks managed appropriately.
• Effective external stakeholder comms to support and drive adoption of our technologies and services, taking on board feedback.
• Communicate well with partners de-escalating critical situations up to CEO level to ensure effective operations with partners and resumption of business.

Interpersonal

• Able to drive internal and external stakeholders to complete tasks as part of customer success programmes of work whilst keeping them engaged.
• Able to deliver difficult messages and lead partners and colleagues to goals you are trying to achieve.

Experience and skills:

• People management
• Customer services/success
• Change management
• Risk management
• Decision Making
• Telecoms
• Strategic delivery
• Strong analytical and problem-solving skills
• Communication verbal, written and presentation
• Able to manage demands of numerous tasks concurrently
• Keen problem solver, with instinct to find root cause of issues and address
• Diplomatic when faced with issues
• Able to manage time, working under pressure to tight deadlines