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Customer Success Lead - B2B

Voo
Downtown, Cairo
Posted 3 years ago
131Applicants for1 open position
  • 17Viewed
  • 0In Consideration
  • 6Not Selected
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Job Details

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Job Description

NOTE :- 
Applicants who don't answer Screening Questions won't be screened

The Role:-

Hire, lead, Train and Motivate a customer-focused account managers team ( Customer Success Executive Team). Focusing on improving customer satisfaction, retaining clients and attracting new ones. Identify mechanisms to do so, and solutions to address any issues impacting existing clients.

You will:-

  • Hire and manage the Customer Success Executive team of 10 to 15.
  • Train and develop new team in needed skills, ranging from soft skills , negotiation , handling and time management to reporting and communication skills.
  • Train team in how to effectively deal with customer complaints.
  • People Management: Coach, motivate, recognize and take action if needed with account managers to ensure the delivery of the best customer experience.
  • Monitor daily, weekly and monthly staff performance, implementing a reward system for high achievers. Conduct one on one and monthly meetings with account managers to ensure that all KPIs are communicated and achieved.
  • Identifying and eliminating barriers to accuracy, productivity, and quality.
  • Develop the account managers performance and set action plans and time management to improve performance if needed.
  • Conduct needed brief to account managers on any new process, products, services, updates or promotions.
  • Create a template of weekly / monthly reports to be delivered to clients, showing weekly work , progress and the added value of our services.
  • Communicate with courier partners to finesse our workflows and tackle issues as they arise.

Job Requirements

  • MUST  have a significant experience and demonstrable success in hiring, leading and managing large teams of over 10 to produce quantifiable success.
  • MUST have a B2B Customer Experience with a strong understanding of how to deal with the corporate businesses.
  • MUST have a strong understanding of ( B ) customers mindset and persona.
  • MUST showcase multiple projects that you have initiated, led, grown and developed, managing thousands of orders with value of millions EGP.
  • MUST have project management experience and be able to demonstrate solution-oriented thinking and continuous improvement in productivity, growth and innovation.
  • Must have undergone vigorous training courses in all customer service topics.
  • 8 to 10 years of overall experience and 4 to 5 years of supervisory exposure in managing a team size of 10 to 20 associates. with demonstrated leadership skills
  • You have a strong understanding of how the business runs (Business mindset) with execution skills and a results-driven approach.
  • customer oriented and very detailed oriented.
  • Bachelor’s Degree in Business or a related field.
  • Experience in hiring and training / developing and a team.
  • Very good command of English (spoken and written).
  • Excellent communication, problem-solving, negotiation and management skills
  • Experience in e-commerce or shipping industries is a must.
  • Experience in a call center is highly preferred.
  • Ability to work some weekends and evenings when needed (Emergencies Only) .
  • Additional professional certificates i.e. (PMP, Six sigma, Lean Processes) is preferable.

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