Customer Success Outreach Team Lead

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Lead and motivate a team of Customer Success Outreach Associates to achieve outreach targets and goals. 
• Provide guidance, mentorship, and training to team members to enhance their skills and performance. 
• Foster a collaborative and positive team culture focused on customer success and satisfaction. 
• Develop and implement customer outreach strategies to engage and retain customers effectively. 
• Analyze customer data and feedback to identify trends, opportunities, and areas for improvement. 
• Collaborate with cross-functional teams to align outreach efforts with company objectives and initiatives. 
• Monitor customer satisfaction metrics and develop action plans to address any issues or concerns. 
• Champion the voice of the customer within the organization, advocating for their needs and driving customer-centric decision-making. 
• Track team performance metrics, including outreach activity, customer engagement, and retention rates. 
• Provide regular reports and analysis to senior management on team performance, customer feedback, and trends. 
• Implement continuous improvement initiatives to optimize outreach processes and drive results. 
• Collaborate closely with sales, marketing, product, and support teams to ensure a seamless customer experience throughout the customer lifecycle. 
• Share customer insights and feedback with relevant stakeholders to inform product development, marketing strategies, and sales initiatives. 
• Work cross-functionally to develop and execute customer success programs, campaigns, and initiatives. 

QUALIFICATIONS:

• EDUCATION: Bachelor’s degree in business administration, marketing, communications, or related field. 
• Proven leadership experience in customer success, customer service, or related roles. 
• Strong communication and interpersonal skills, with the ability to influence and motivate team members. 
• Analytical mindset with the ability to interpret data and insights to drive decision-making. 
• Strategic thinker with a customer-centric approach and a focus on delivering results. 
• Experience with customer relationship management (CRM) software and outreach tools. 
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. 
• Passion for customer success and a commitment to delivering exceptional service.