Customer Success Team Leader

MISSION: • People management; add value to all team members • Take care of members’ concerns and requests. • Facilitate communication between management and CSM Team. • Keep team on track in terms of performance. CORE RESPONSIBILITIES: • Coach, develop and inspire Client Success Management ...

MISSION:
• People management; add value to all team members

• Take care of members’ concerns and requests.

• Facilitate communication between management and CSM Team.

• Keep team on track in terms of performance.
CORE RESPONSIBILITIES:
• Coach, develop and inspire Client Success Management’ team - 3 people today

• Follow up on productivity and quality of team members; and report on team progress

• Recruit and train new comers

• Ensure KPIs are aligned with Management Strategy and set targets

• Liaise with other EcoVadis departments to ensure clients’ requests (internal and external) are fulfilled within set deadlines

• Manage a portfolio of dedicated Enterprise Lite customers

• Manage specific client-focused projects

• Support CSM in client report presentation and operational tasks

• Manage and maintain all client-focused documents, presentations and databases

• Ensure a positive, cohesive and motivating atmosphere in the team

• Management leaves and permissions of staff
QUALIFICATIONS:
• Degree in Business and/or Marketing & Communications is preferred but other educational background may also be considered

• A background in Project Management will be a definite advantage

• Minimum of 5 years working experience in client-facing roles with at least one year in a managerial or leadership role.

• A successful experience in client management is a must

• Fluency in English & French (both oral and written) is mandatory. Additional Languages will be an advantage.

• High proficiency in Microsoft Office, especially PowerPoint and Excel

• Excellent communication/interpersonal skills with people from all levels and from different cultural backgrounds.

• Positive and Can-Do attitude

• Customer-centric and Quality-focused work approach

• Organized, efficient, patient, highly autonomous and proactive.

• Ability to work under pressure, within tight deadlines, and to adhere to strict guidelines/instructions

• Strong analytical and problem-solving skills.

• Strong work ethic