Customer Success Team Lead
Il y a 5 mois
**Sweep is hiring a Customer Success Team Lead, tasked with playing a crucial role in driving the success of our customers and ensuring the highest level of satisfaction.**:
You will lead a dedicated team of Customer Success Managers, guiding them to deliver unparalleled support and value to our clients.
Sweep maps climate and ESG data across an entire business to reduce carbon emissions, improve social and environmental performance, and create audit-ready reports to run the best sustainability programs. Sweep empowers companies to build resilience to global challenges with technology.
**Ok, sounds promising. What will I be doing?**:
As part of the Success team, you will help our customers along their climate journey using our SaaS tool - you will provide ongoing support to our clients building relationships, implementing new programs that will increase our business’ revenue potentials and minimize churn rates.
You will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with the other teams to ensure customer questions and concerns are addressed in a timely manner.
To be more specific, this includes:
**1. Team Leadership & growth**
- Lead a team of six Customer Success Managers
- Provide guidance and mentorship to team members, promoting professional development, identify and nurture talent within the team
- Drive adoption and utilisation of Sweep by providing proactive guidance and support
**2. Enable successful customer journeys
- Accompany customers during the Onboarding on the tool and be the primary point of contact throughout the customer lifetime
- Build strong, long-term relationships with customers by staying in constant communication
- Support customers in the deployment and adoption of Sweep, having a strong focus on efficiently resolving issues with solutions tailored to their needs
- Develop and implement onboarding, adoption, and retention plans for customers
- Be responsible for preparing renewals & upsells by identifying customer needs in close collaboration with the implementation and Sales team
**3. Build our CSM Playbook**
- Set up our CSM organisation for scale
- Build and constantly improve processes for Sweep´s Customer Success
- Lead and educate more junior team members and build our talent pool for customer Excellence
**4.** Ensure Sweep delivers value to our customers
- Educate customers and connect them with resources needed to achieve product use
- Conduct regular check-ins with customers and customer success reports to review
- Be sure that customer issues are resolved proactively and their goals are met.
- Escalate and resolve conflicts arising from negative customer experiences and/or other
- Work closely together with the Implementation and Sales teams to create a seamless
- Optimize the ratio between time spent on Onboarding and implementation services,
- Work with the marketing team to develop customer advocacy programs that leverage
- Build and nurture our customer champion community
- Provide guidance and mentorship to other members of the Success team, helping them expand their skills and expertise in the ESG field
- Work closely with the product team when it comes to development
- Connect the dots to our partner enablement to identify services that we could involve our implementation partners for
**5. Be data driven**
- Analyze customer data to identify usage trends and patterns and develop strategies to improve customer satisfaction and retention
- Proactively identify areas for improvement in our customer support processes and Intercom platform usage to reduce our response time and make sure customer receive timely and effective support
- Identify and promote product updates relevant to a customer’s needs, industry, usage patterns to ensure optimal use of our solution and its adoption by our customers
- Constantly monitor and improve key metrics like NPS and CSAT
**That sounds just right for me. What do I need to bring?**:
Glad you asked. This is who we’re looking for:
**Qualifications**
- 5+ years of experience in customer success, team management, business development or a related field
- Expertise in ESG/CSRD and regulations is a (big) plus
- Excellent communication and interpersonal skills
- Strong problem-solving skills and ability to connect the dots
- Knowledge of CRM tools and customer success platforms, Intercom is a plus
- Experience working in a SaaS company ideally in the B2B Enterprise space is a plus
- Ability to develop and execute account plans for complex organizations
- Ability to lead intricate negotiations
**Qualities**
- A hands-on problem solver, self-motivated with a glass half-full attitude
- An entrepreneurial mind, ready to launch and fail and iterate
- You’re an empathetic team player that is great at building lasting relationships
- Attuned to remote collaboration, using digital tools and meticulously documenting work
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