Job Description

Job Description

Job summary:

We are looking for a Customer Success Team Lead to work with our largest Fortune 500 clients as well as lead a growing team of Customer Success Managers. If you have a keen interest in tech and innovative impactful solutions, this is for you. This role is one of scale, where we are seeking to build out our Phoenix based team. You will be working with clients headquartered in the US and Australia, covering a range of industries including Banking and Healthcare.

The successful candidate will be passionate and driven about Customer Success and responsible for driving advocacy, growth and value realization. Reporting to the Head of Customer Success, you will provide input to the strategic direction of the department; and be responsible for achieving KPIs within your direct team based in Phoenix. You will build senior relationships with Clients and produce strategic success plans, maximizing the value of BlueOptima. 

Responsibilities and tasks:

Lead a team of Customer Success Managers based in Phoenix, providing expert support and guidance in all aspects of the role. 

Proactively engage and advise the Senior Executives of our F500 clients on the value of our data, with the aim to retain and grow revenue for individual and team portfolios, based on closing cross-sell and upsell opportunities

Act as a point of escalation internally and to clients, bringing a mature approach to resolve issues. 

Set structured individual development plans and provide input to department OKRs.

Excel at solving clients' issues, requiring in-depth knowledge of the product and advanced relationship management.

Coordinate commercial and legal documents with clients and provide assistance to the team.

Solve clients operational challenges whilst keeping strategic goals in mind

Qualifications

Key Skills & Experience

STEM based Degree or demonstrable experience working with a complex product. 

3+ years working in a Customer Success based role, with experience in providing tangible value and impact to strategic accounts

Management experience preferred, although not essential

Strong communication and presentation skills with experience in Senior Executive engagements 

High attention to detail and goal-driven attitude to tackle complex problems and deliver solutions for great customer experience in an Enterprise setting

Drive and motivation to succeed in a high growth environment with opportunities to expand your skills

Strategic mindset, driving Customer Success initiatives through to completion.

Good self-management and organisation to balance time across multiple clients, as well as internal team management

Drive and motivation to succeed in a high growth environment with opportunities to expand your skills