About the job
As the Customer Success Team Lead, you will play a pivotal role in ensuring our clients' needs are not only met but exceeded. Collaborating closely with our Executive Assistant, you will be instrumental in maintaining high-quality service, driving continuous improvement, and embodying the core values of MySigrid.
Key Responsibilities:
- Foster robust business relationships with clients, consistently aligning our services with their expectations.
- Address client complaints promptly and effectively, converting challenges into opportunities for lasting partnerships.
- Enhance client engagement by strategically increasing usage among under-utilized accounts in collaboration with Executive Assistants.
- Utilize your sales acumen to identify growth opportunities within existing accounts, ensuring client satisfaction and driving revenue increases.
- Conduct sales outreach to prospective clients, effectively showcasing MySigrid’s offerings and converting leads into valuable business relationships.
- Champion MySigrid’s values and contribute to maintaining a positive workplace culture for our team.
- Perform daily operational checks on client accounts to ensure seamless service delivery.
- Provide immediate support to staff associated with your clients, offering guidance on processes and daily operations.
- Oversee staff performance in managing daily tasks, focusing on inbox organization, scheduling, and time efficiency.
- Guide staff in learning opportunities from errors, ensuring prompt resolution and reporting of incidents.
- Deliver coaching and training to promote ongoing professional development.
- Conduct weekly quality audits to uphold service standards in compliance with our SOPs.
- Safeguard client information by ensuring preferences and data are captured and stored securely according to our policies.
- Identify and address process gaps through actionable solutions.
- Evaluate requested leave dates to prevent resource shortages.
