What are the responsibilities and job description for the Customer Success Team Leader position at igus Inc.?
GENERAL DESCRIPTION:
The Customer Success Team Leader is responsible for driving customer satisfaction and retention by leading a team of Inside Sales and Customer Service Representatives. This role involves developing and implementing strategies to enhance the customer experience, ensuring that customers and prospective customers achieve their desired outcomes while using the company’s products or services. A key focus of this position is to empower and support the team, fostering an environment where each member can thrive and contribute to collective success and territory sales growth.
RESPONSIBILITIES:
The Customer Success Team Leader is responsible for driving customer satisfaction and retention by leading a team of Inside Sales and Customer Service Representatives. This role involves developing and implementing strategies to enhance the customer experience, ensuring that customers and prospective customers achieve their desired outcomes while using the company’s products or services. A key focus of this position is to empower and support the team, fostering an environment where each member can thrive and contribute to collective success and territory sales growth.
RESPONSIBILITIES:
- Team Leadership: Provide leadership and guidance to a regional team of Inside Sales and Customer Service Representatives. Motivate, mentor, and coach team members to achieve individual and team targets.
- Performance Management: Monitor and analyze team performance metrics, such as visits, customer interactions, conversion rates, and other key performance indicators. Implement strategies to improve performance and productivity.
- Sales Strategy: Work closely with the sales leadership team to align the sales development strategy with overall company wide and regional sales objectives. Contribute to the development and refinement of sales processes.
- Training and Development: Coordinate regular training sessions to enhance the skills and knowledge of team members. Keep the team updated on product/service offerings, market trends, and sales techniques.
- Collaboration: Promote collaboration between the other regional success teams and all other departments, particularly the sales and marketing teams.
- Communication: Ensure seamless communication and alignment of goals. Provide consistent feedback regarding individual and team performance. Examples: regular team meetings, communication channels, one-on-ones etc.
- Data Analysis: Utilize data and analytics to make informed decisions. Identify trends, opportunities, and challenges to optimize the sales process.
- Reporting: Prepare and present regular reports on team performance, including key metrics, achievements, and areas for improvement including but not limited to OKR. Provide actionable insights to leadership.
- Recruitment: Participate in the recruitment and onboarding of new team members. Contribute to building a high-performing and motivated team.
- Successful candidates will have a college degree or previous experience in a similar role.
- Strong presentation, organizational, and time management skills.
- Having proficient knowledge and familiarity on Salesforce is a plus.
- Proficient in the use of MS Office.
- Self-starter: motivated, team focused, and results driven.
- Effective communication, organizational and time management skills.
- Competitive base salary with ongoing growth opportunities
- Complete benefits package:
- Co. paid HSA Medical plan
- Co. paid Dental
- Co. paid Life
- Supplemental Life Insurance
- Vision Insurance
- Short and Long Term Disability Insurance
- Retirement with Company contributions
- 20 Paid Time Off days per year, plus 9 holidays
- Subsidized lunch on-site
