What is the expected output of this role?

Strategic Vision:

• Develop a clear vision and strategy for transforming the call center into a customer success-driven team.
• Align the team’s goals with the company’s mission and customer-centric values.

Team leadership:

• Lead and inspire the call center team, fostering a culture of customer-centricity, accountability, and continuous improvement.
• Provide coaching, mentoring, and professional development opportunities to team members.

Process redesign:

• Analyze existing call center processes and identify areas for improvement.
• Redesign processes to align with customer success principles, focusing on proactive engagement and personalized support.

Customer segmentation:

• Define customer segments based on usage patterns, needs, and goals.
• Develop tailored engagement strategies for different segments to enhance customer satisfaction and retention.

KPI development and monitoring:

• Define key performance indicators (KPIs), including customer satisfaction scores, churn rates, and customer lifetime value.
• Regularly monitor KPIs and adjust strategies as needed to achieve and exceed targets.

Customer journey mapping:

• Map out the customer journey, identifying touchpoints where proactive engagement and personalized support can be integrated.

Cross-functional collaboration:

• Collaborate with sales, marketing, and operations teams to ensure a holistic approach to customer success.
• Facilitate knowledge sharing and cross-departmental initiatives to improve the overall customer experience.

Customer feedback loop:

• Establish a structured process for collecting customer feedback after interactions.
• Translate feedback into actionable insights for process improvements and product enhancements.

Training and development:

• Develop and deliver training programs to equip team members with the skills and knowledge required for a customer success-focused approach.

Technology adoption:

• Identify and implement customer relationship management (CRM) and customer success software tools to streamline processes, track customer interactions, and manage customer data effectively.

Performance analysis and reporting:

• Analyze team performance data and provide regular reports to senior management on the progress of the transformation.
• Highlight successes, challenges, and areas requiring further attention.

Customer advocacy:

• Serve as the voice of the customer within the organization, advocating for customer needs and ensuring they are considered in decision-making processes.

Qualifications:

• Mnimum 5 years of experience in call center, account management, or customer support roles, with a proven track record of improving customer support processes and retention.
• A bachelor’s degree in a relevant field such as Business, Management, Marketing, or a related discipline.
• Minimum 2 years experience working within a customer support team (e.g., Call Center, Customer Care, Customer Success Team, etc).
• At least 3 years of experience in team leadership or management roles, demonstrating the ability to lead, motivate, and develop a team.
• Proficient Excel utilization skills.
• Excellent written and verbal communication + the ability to articulate a proactive customer support strategy.