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.
