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Customer Success Team Manager
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**We're making the world of digital assets accessible and secure for everyone. Join the mission.**
Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in UK, US, Switzerland and Singapore, Ledger has a team of more than 900 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets - including the Ledger hardware wallets line with more than 6 millions units already sold in 200 countries.
At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here.
Ledger is looking for a Customer Success Team Manager to join our Customer Success department
Reporting into the Customer Success Director, the Team Manager will lead a team of agents on a daily basis towards the achievement of their objectives. You will have a direct impact on customer experience and the reputation of the company.
**Your mission**:
- Develop and implement comprehensive strategies for the Customer Success department to achieve and exceed key performance indicators (KPIs) and customer satisfaction goals
- Directly manage Team Leads (if the size of your team requires such an organization), providing guidance, support, and oversight to ensure effective team operations and alignment with departmental objectives
- Play a pivotal role in deciding hiring needs, conducting interviews, and making hiring decisions
- Ensure the efficiency and effectiveness of customer success operations through process improvement, resource allocation, and technology utilization
- Oversee and manage high-level customer escalations, ensuring issues are resolved in a manner that upholds the company’s reputation and customer satisfaction
- Identify development needs and opportunities for the Customer Success team. Implement training programs, mentoring, and coaching to enhance team capabilities.
- Act as a key liaison between the Customer Success department and other departments within the company. Communicate departmental updates, challenges, and achievements to senior management
- Utilize data and analytics to drive decisions, assess team performance, and identify areas for improvement.
**What we're looking for**:
- Proven experience in a leadership role within Customer Success or a similar department, with a track record of achieving results
- A genuine desire to learn about Web3, cryptocurrencies and other blockchain-based assets
- Outstanding customer service skills as well as interpersonal abilities
- Excellent decision-making, strategic planning, and problem-solving skills
- A real team player, with the ability to coach and mentor other team members in order to improve their skills
- Deep understanding of customer success metrics, data analysis, and performance reporting
- Strong communication skills which you will use to keep the team informed and to share key messages in a clear, motivating and understandable way
- You listen well, and provide clear and constructive feedback to your team members and peers
- Experience with CRM systems, customer service software, and technology solutions that support customer success
**What's in it for you?**:
- **Equity**: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow
- **Flexibility**: A hybrid work policy
- **Social**: Annual company outing for Ledgerdary Days, plus frequent social events, snacks and drinks
- **Medical**: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage. **Well-being**: Personal development, coaching & fitness with our dedicated partners
- **Vacation**: Five weeks of paid leave per year, in addition to national holidays and rest & relaxation (RTT) days
- **High tech**: Access to high performance office equipment and gadgets, including Apple products
- **Transport**: Ledger reimburses part of your preferred means of transportation
- **Discounts**: Employee discount on all our products.
We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age
- #LI-Hybrid #LI-AS_
