Customer Success Team Leader

What to expect

About the role 

We are looking for a Customer Success Team Leader to lead and develop a team of Customer Success Executives to provide best-in-class service to our customers, improving customer satisfaction and retention whilst identifying any opportunities to support customers in achieving their business objectives.

About Commify (t/a Esendex)

We make business communication brilliant! We work with more than 45,000 companies, helping them to transform their mobile communication with their customers and employees. Our success is the result of hundreds of talented people pulling together to achieve a common goal. Join our team and be part of our success story. 

You will thrive in an environment of passion, integrity, ownership and innovation, where development and progression is a real focus. We’d like to think we have everything you’d expect from a benefits package, from 27 days holiday and your birthday off work, to private medical cover, dental cover and bi-monthly social events! On top of this you can expect £350 of Christmas vouchers and added extras like beer o’clock and an amazing Christmas party.

What you’ll be doing

As Customer Success Team Leader you will be responsible for:

• Supporting the Customer Experience Manager in the delivery of the Customer Success Strategy and taking their team on the journey
• Striving towards a best-in-class customer experience, constantly looking for ways to improve our service offering 
• Creating a customer success ethos amongst the team, balancing customer-centricity against commerciality  
• Taking ownership and acting as an escalation point for the resolution of the queries of customers 
• Continually striving for first contact resolution and looking for ways to drive down failure/waste demand
• Actively looking for ways to improve the customer journey and customer experience and maintaining a register of improvements that feeds into the Customer Service Strategy
• Setting appropriate productivity, success, and quality measures for the team to drive a high-performance culture
• Working to a set of their own KPIs and SLAs and owning action plans to support the improvement of these
• Working with the Customer Experience Manager to develop a set of service procedures, policies and standards
• Analysing statistics and compiling accurate performance reports at team and individual level on a monthly and weekly basis
• Coaching the team on a regular basis and creating an action plan to ensure continuous performance improvement
• Recruiting, mentoring and developing Customer Success Executives and nurturing an environment where they can excel through encouragement and empowerment
• Keeping ahead of industry developments and applying best practice to areas of improvement
• Any other duties as requested

What we’re looking for

We’re interested in hearing from candidates with experience in the following areas:

• Proven experience of managing a Customer Success or sales team in a B2B business
• Experience of implementing and working to a robust performance management framework
• Strong commercial acumen
• Ambition and a real passion for customer service
• Resilient in a reactive environment and able to prioritise effectively

It would be great if you also had:

• Experience of managing a team through business transformation 
• Cross-selling and up-selling experience
• Salesforce experience
• Experience of working within telecoms/technology industries

The next step

To apply please send your CV to [email protected]

Diversity

We’re committed to building a team with a variety of backgrounds, views and skills, embracing our key values. The more diverse and inclusive we are, the stronger we are as a team. We encourage applications from all candidates with the relevant skills and experience.

The legal stuff

Commify is committed to protecting the privacy and security of your information. Personal information submitted as part of the recruitment and selection process will only be used for these purposes. We will retain information for up to 12 months, after which it will be deleted or destroyed. For full information about your rights in relation to your data, please see our full Recruitment Privacy Policy here.