Customer Experience Lead

7 days ago


Dublin, Dublin City, Ireland Retail Inmotion Gmbh Full time
Job Description:
As the Customer Experience Lead, you will play a pivotal role in enhancing the customer experience for our IT clients. You will lead and guide the Customer Success Managers (CSMs) covering IT accounts, ensuring they have the necessary tools, knowledge, and strategies to effectively manage their accounts.

Key responsibilities will include standardizing customer success practices, overseeing internal updates of product offerings, and facilitating the professional growth of CSMs into future account managers. Additionally, you will contribute to the key responsibilities in the transition project for the Customer Success Management department.

Responsibilities:
• Lead, mentor, and develop the IT CSM team to ensure they possess the necessary skills and knowledge.
• Ensure CSMs are fully informed about the latest product developments and how they can benefit clients.
• Develop training programs and career development paths to prepare CSMs for future Account Manager roles.
• Provide regular feedback and coaching to CSMs to help them achieve their goals.
• Create KPIs that all CSMs must use to understand client needs.
• Monitor the performance of the CSM team and account performance, ensuring KPIs and targets are met.
• Work closely with CSMs to develop and implement strategies driving customer satisfaction and account growth.
• Stay updated on all company product offerings, IT releases, and new features.
• Reporting weekly and monthly to the COO on performance of the accounts.

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