Customer Success Team Leader - Lead Forensics
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Lead Forensics

JOB TITLE

Customer Success Team Leader

Lead Forensics

JOB CATEGORY

Customer Success

Lead Forensics

LOCATION

Atlanta, GA, USA

Customer Success Team Leader

About Us:

Here at Lead Forensics, we’re one of the fastest growing software companies in the world. We provide lead generation marketing software solution with the largest IP data base in the world; our clients can identify businesses visiting their website, even if they don’t enquire.

We know that every business to business organization can benefit from the leads our product generates and due to our amazing growth over the last 12 months, we need highly motivated Customer Success professionals with great communication skills and a real drive to succeed.

About the Role:

As Customer Success Team Leader, you will be responsible for driving a team of dedicated Customer Success Managers to deliver upon their monthly and annual Customer Retention Targets.  Possessing a natural ability to balance the focus across motivating a team to deliver upon our short-term goals, whilst also developing skills and initiatives to excel against our longer term goals, you will be a world class leader of building high performance teams to grow and succeed.

With a minimum of five years’ experience in Customer Success and leading teams, you will naturally place the customer experience at the heart of everything you do and be comfortable ‘in the trenches’ with your team daily – ensuring that your team are continually coached, developed and driven to optimise their customer engagement skills and ultimately up level performance.

With a strong head for numbers, you will also be a Rockstar at forecasting, anticipating challenges, building contingency plans, identifying opportunities, and leading your team to succeed against your ambitious goals.

If you thrive within fast-paced, relentless environments, relish a challenge, and are looking for a company that could accelerate your career, then Lead Forensics is the place for you.  We are looking for energetic, data-driven, entrepreneurial individuals to join our team, truly own the ongoing evolution of the customer success department and deliver to ambitious targets consistently.  In turn you will be rewarded with the freedom and support to truly make change and launch your career

Key Responsibilities:

  • Develop and drive your CSM team to deliver your Retention and Growth targets
  • Coach and train your team continually to ensure maximum performance is delivered at all times
  • Leverage all data points possible to effectively forecast future performance, anticipating opportunities and areas for focus, whilst driving the initiatives required to continually enhance performance
  • Motivate and lead your team to deliver every day, whilst optimising staff retention and satisfaction
  • Contribute proactively to the creation of our Customer Playbooks through your learnings and success – thereby ensuring we are continually raising the bar on our ‘best practise’
  • Ensure all processes are effectively trained across the CSM teams, adopted and used by every team member.
  • Crate a suite of ‘Success Plays’ for CSMs to know how to approach customers that are either showing behaviours indicative of churn, or behaviours indicative of an Upsell opportunity
  • Continually engage with the L&D Manager to ensure that all of these processes are continually being trained out to the team, including any updates/evolutions over time.

What We Offer in Return:

  • Dedicated department Learning and Development professional, who is there to ensure you succeed!
  • Take some time out with our attractive PTO policy; start off with 15 days PTO, your birthday off and the allowance increases with each year of service
  • We support many Charities and provide our employees with 2.5 paid volunteering days per year; as well as hosting many Charity events and fundraisers
  • Be part of a fantastic company culture; we all display our Company DNA’s, foster a “One Team” and ‘Growth’ mentality
  • Receive full benefits; Health, Dental, Life, and Vision, and 401k
  • Free parking and gym facilities on-site
  • Social team night out such as Atlanta Braves and Atlanta Hawks Basketball games
  • Lots of games in the office and breakout area, including basketball, mini golf, pool table and more!

What happens next?

Simply apply and someone from our recruitment team will be in touch.

*Due to a high volume of applications we are unable to reply to individual applications specifically

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