Customer Success Team Leader

Your new companyI am currently working for a not-for-profit company, which was set up by the UK Government, to recruit a Customer Success Team Leader.They are a collective management organisation for published materials, and they exist to support knowledge sharing, protect a company, and champion the creative ecosystem. Their revenue is distributed to their member organisations, who pay royalties directly to copyright owners.Your new roleTo lead and manage the Customer Success Managers and their engagement with Mid-tier and Key Accounts across all sectors, ensuring the team is supported in keeping customer details and communications recorded accurately, accounts are renewed in a timely manner, and the introduction of new products and potential upgrades are processed correctly. The Team Leader for Customer Success Managers will need to manage a small set of key customer accounts across all industries, in addition to overseeing the team's objective to seek opportunities to grow our customer revenue and process customer renewals in line with key Performance Indicators. You will be responsible for ensuring all invoices are completed in a timely manner, all department and individual objectives are met throughout the year, the accurate maintenance of all customer records, whilst also ensuring that system processes and documentation for the team are accessible and up to date. You will be expected to consider continual improvement of systems and be a lead in any new systems implementations. You will also be expected to work in collaboration with other departments to execute company processes. Work with Tech and Commercial Sales Ops to price specific licences and deliver system improvements. You will also be expected to embrace the organisation's culture and values, fostering an environment where your team actively demonstrates these in their work.Main responsibilities:Staff SupervisionRevenue generationCustomer Support and DevelopmentSystems and Data ManagementWhat you'll need to succeedCore skills and attributes needed to fulfil this position are:

• Proven Customer Success/Account Management/Relationship/Stakeholder engagement experience aligned with a track record of upselling services and/or products.
• Experience working with customer databases and orders/invoice processing.
• Medium to high level of IT skills with knowledge of reporting methodology.

Personal Skills:

• Well-developed communication skills, both written and verbal.
• Supervisory skills/experience.
• Customer-focused with excellent organisational skills and an ability to work well under pressure.
• Excellent analytical, research and problem-solving skills.
• A good team player who can work collaboratively across teams and is self-motivated with a proactive approach to work.
• Organised and able to efficiently meet critical deadlines.
• Experience of using CRMS, particularly Salesforce.
• Knowledge of Microsoft Office, in particular intermediate knowledge of Excel.
• Ability to work under their own initiative and able to flag issues with line managers when encountered.

What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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