CSM Team Lead
Job Purpose:
* Responsible for leading and guiding the Customer Success Managers, covering IT accounts in the organization.
* Ensure that CSMs are equipped with the necessary tools, knowledge, and strategies to manage their accounts effectively.
* Focus on standardizing customer success practices, overseeing the internal update of product offerings, and facilitating the professional growth of CSMs for IT accounts into future account managers.
* Contribute to and take on key responsibilities in the transition project for the Customer Success Management (CSM) department.
Responsibilities:
* Lead, mentor, and develop the IT CSM team, ensuring they are equipped with the necessary skills and knowledge.
* Ensure that CSMs are fully informed about the latest product developments and how they can benefit clients.
* Develop training programs and career development paths to prepare CSMs for future Account Manager roles.
* Provide regular feedback and coaching to CSMs to help them achieve their goals.
* Create KPIs that all CSMs must use to understand the client.
* Monitor the performance of the CSM team and account performance, ensuring that KPIs and targets are met.
* Work closely with CSMs to develop and implement strategies that drive customer satisfaction and account growth.
* Develop standardized solutions, documentation, and best practices for the CSM team to use when managing accounts.
* Use airline data to identify gaps where RiM can offer services and solutions.
* Assist CSMs in developing business cases for new projects, working with Regional Managers and senior leadership as needed.
* Review and approve business cases before they are presented to clients.
* Liaise with internal departments (e.g., IT, Sales, Product, Finance) to ensure alignment of strategies and effective implementation of client solutions.
* Communicate client feedback and market trends to the product development team to inform future product offerings.
* Report on the status of key accounts and overall customer success performance to senior leadership.
* Identify areas for improvement within the customer success process and implement necessary changes.
* Foster a culture of continuous improvement within the CSM team.
* Stay updated on all company product offerings, IT releases, and new features.
* Reporting weekly and monthly to the COO over performance of the accounts.
Knowledge and Experience:
* In-depth understanding of customer success methodologies and ability to standardize practices across the team.
* Strong knowledge of IT product offerings and the ability to translate product updates into customer-focused strategies.
* Skilled in using data analytics to drive customer satisfaction, identify business opportunities, and ensure performance targets are met.
* Experience in mentoring Customer Success Managers, particularly in managing IT accounts.
* Strong communication skills to relay client feedback and market trends to influence product development and future offerings.
* Demonstrated ability to collaborate effectively with cross-functional teams, including IT, Sales, Product, and Finance, to align strategies and deliver client solutions.
Competencies & Skills:
* Strong client relationship management skills.
* Excellent strategic planning and business development abilities.
* Proficiency in financial management and P&L oversight.
* Strong collaboration and communication skills.
* Proactive approach to problem-solving and innovation.
* Ability to analyze market trends and data.
* Strong leadership and team management abilities.
* Ethical and demonstrates integrity in all business dealings.
What our colleagues love about Retail inMotion:
* Work life balance.
* Great colleagues.
* Friendly place to work / great atmosphere.
* The opportunity to use your problem-solving abilities within our fast-paced environment.
* Flexibility.
* Diversity.
* The opportunity to join the exciting industry of travel.
Additional Benefits:
* Health insurance – employee.
* Company Pension Scheme – employer contribution 4%.
* 27 days annual leave.
* Flexitime.
* Complimentary breakfast & lunch in Dublin HQ.
* Employee Assistance Programme.
* Volunteering Policy – paid days off to give back.
* Maternity Support.
* Paternity Support.
* Fertility and Surrogacy Policies.
* Fun events and parties.
* Excellent work life balance.
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