Customer Success Team

Job Description

What You’ll Do

• Developing a solid and trusting relationship between the various, different departments at Evotix.
• Reset customer expectations where required to work towards the changing lifecycle of the customer.
• Engage with the team to continually be looking for ways to create continued impact with our customers.
• Actively train the team on the playbook and reinforce plays as appropriate.
• Analyze customer health data at a macro and micro level to identify trends and to recommend a plan to address.
• Ensure use of tools for the CSM team are being utilized and recommend changes and new tools as needed.
• Ensure customer facing materials are up-to-date and being utilized. Adoption pack, webinars, user groups, product updates, knowledge base, training materials, customer promotional tools, etc.
• Nurture and develop talent in region. Creating skills development plan for team members to grow their career and competencies.
• Create positive, open, inclusive and collaborative team culture.
• Be the escalation point of contact for resolving key issues from the CSM team.
• Provide a feedback loop to product for future product enhancements as well as closing the loop on customer requests.
• Listen to the Voice of Customer and provide this valuable feedback and sentiment to internal teams, to support initiatives to improve customer experience.

What You Bring

• Nurture and develop talent in region. Creating skills development plan for team members to grow their career and competencies.
• Create positive, open, inclusive and collaborative team culture.
• Casts vision and sets the path for executing to the vision
• Recruits, inspires and motivates team
• Develops rapid and successful onboarding program and delivers program to new team members
• Ensures that the team members achieve their goals within the set deadlines
• Develops and executes strategies to achieve goals
• Develops and ensures role best practices & processes
• Collaborates with other business leaders to ensure company objectives
• Understands key metrics and measurements for success of role and drives continuous process improvement and metric-based decisions Experience, Skills and Attributes
• Demonstrate experience leading or mentoring customer-facing function within an enterprise SaaS or technology environment.
• Strong commercial acumen with experience driving retention, expansion and customer lifetime value.
• Health and Safety experience and/or training and certification
• Strong interpersonal skills

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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