Customer Success Team Lead

Role Description

As a member of the Customer Success Team, this role will report directly to the Customer Success Team Lead and will drive the Customer Success programme to ensure that Product delivery and CRM solutions are maintaining Sugati’s high standards from the customer’s point of view. This role will suit someone with previous experience in Customer Success and ideally with an  IT background. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, contract renewal, retention and outcomes (e.g., renewals, up-sell, etc.).

Main Key Responsabilities

  • Drive measurable Customer Success Outcomes
  • Serve as the primary point of contact for customers from on-boarding, providing a day to day general support, training  to renewal
  • Account management of existing clients
  • Ensure we provide a first class Customer satisfaction to existing clients.
  • Collect feedback from customers on a daily basis and after each project stage.
  • Using our Project management tool ‘Wrike’ to make sure all developers are up to date with their support workload
  • Expand our revenue in accounts through cross-selling and up-selling
  • Measure the Effectiveness of Customer Success and maintain the company’s high customer standards through effective leadership and client relationship management
  • Documenting customer solution guides
  • Strictly adhering to the SLAs as stated in Customer’s contract
  • Weekly reports of client support usage and report any overused hours to be invoiced
  • Inspire co workers and be the champion of the customer success portal
  • Manage developers time and resources

Main Key Relationships

External: Sugati Clients

Internal: Project Managers and Head of Project Delivery, Quality Assurance and Developers

Your profile

We would describe our ideal candidate as:

  • A problem solver who is very logical.
  • Passionate, supportive team player with an enthusiastic, collaborative approach
  • Client oriented with strong customer service background ideally with a technical IT background
  • Confident, resilient and self-motivated
  • Target driven and able to work under pressure with a high degree of integrity
  • Highly committed, reliable and trustworthy
  • A hard worker who is constantly willing to learn
  • A result oriented person who is innovative and constantly out-performing
  • Adaptable and flexible to a wide range of people and processes
  • A passion for technology and been part of a fast growing start up company
  • A high level of accuracy and attention to detail
  • Patient and active listener
  • Passion for service
  • Flexible approach, able to operate effectively with uncertainty and change

Experience

  • Experience of working in a customer facing role preferably in a Technical role
  • Account and relationship management
  • High aptitude for quickly learning the product
  • Worked in a professional team environment
  • Strong leadership skills 
  • Excellent communication and interpersonal skills

Desirable:

  • Experience of CRM software or salesforce
  • IT background
  • Understanding of travel industry

To apply, please email workforus@sugatitravel.com to tell us about your skills and why you think you are the right person to join Sugati Travel CRM, along with your CV. Unfortunately, we are unable to respond to everyone who applies, but will keep your details on file if the right opportunity arises.