Customer Success Team Leader North America (IoT Connectivity)
Our Client is a global data MVNO which delivers enterprise grade, global connectivity and IoT services across more than 200 countries and 600+ mobile carriers’ networks. Its secured network delivers network protection and web content intelligence.
With the company’s powerful software platform, Enterprise customers can manage, monitor, and optimize data usage in real-time, gain visibility by application type and have the power to white list applications and limit non-business applications with the click of a button, saving money and improving compliance.
We are seeking an experienced Customer Success Team Leader, with strong interpersonal capabilities and background in the wireless / IoT connectivity domains, to lead a team of 3 CSMs.
This is a remote role, reporting to the Vice President of North America.
- Lead and manage a team of Customer Success Managers, providing guidance, support, and mentorship
- Handle the top strategic accounts directly
- Develop and implement strategies to enhance customer satisfaction and retention
- Collaborate with cross-functional teams to drive customer success initiatives
- Establish and monitor key performance indicators (KPIs) to track the team’s performance and success metrics
- Conduct regular training sessions to keep the team updated on product knowledge, industry trends, and customer success best practices
- Analyze customer feedback and data to identify areas for improvement and implement corrective actions
- Act as a point of escalation for complex customer issues, ensuring timely resolution
- Foster a positive and collaborative team culture that values customer success and continuous improvement
- Relevant experience in an enterprise customer success or account management role
- 2+ years of experience in a customer success leadership role
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Ability to translate data into customer insights and leverage with customer engagement strategies
- Strong project management skills with ability to multi-task and prioritize
- Effective listener with high integrity and empathetic conflict resolution skills
- Enthusiastic about technology with demonstrated technical aptitude
- Preferred: background in Mobility, IoT, Wireless