Customer Success Outreach Team Lead

2 days ago

Toronto, Canada Lone Wolf Technologies Full time

As a Customer Success Outreach Leader, you will be responsible for leading a team of Customer Success Outreach Associates to ensure exceptional customer satisfaction and retention. You will oversee outreach strategies, mentor team members, and drive initiatives to optimize the customer experience.

**ESSENTIAL RESPONSIBILITIES AND DUTIES**:

- Lead and motivate a team of Customer Success Outreach Associates to achieve outreach targets and goals.
- Provide guidance, mentorship, and training to team members to enhance their skills and performance.
- Foster a collaborative and positive team culture focused on customer success and satisfaction.
- Develop and implement customer outreach strategies to engage and retain customers effectively.
- Analyze customer data and feedback to identify trends, opportunities, and areas for improvement.
- Collaborate with cross-functional teams to align outreach efforts with company objectives and initiatives.
- Monitor customer satisfaction metrics and develop action plans to address any issues or concerns.
- Champion the voice of the customer within the organization, advocating for their needs and driving customer-centric decision-making.
- Track team performance metrics, including outreach activity, customer engagement, and retention rates.
- Provide regular reports and analysis to senior management on team performance, customer feedback, and trends.
- Implement continuous improvement initiatives to optimize outreach processes and drive results.
- Collaborate closely with sales, marketing, product, and support teams to ensure a seamless customer experience throughout the customer lifecycle.
- Share customer insights and feedback with relevant stakeholders to inform product development, marketing strategies, and sales initiatives.
- Work cross-functionally to develop and execute customer success programs, campaigns, and initiatives.

**QUALIFICATIONS**:

- EDUCATION: Bachelor’s degree in business administration, marketing, communications, or related field.
- Proven leadership experience in customer success, customer service, or related roles.
- Strong communication and interpersonal skills, with the ability to influence and motivate team members.
- Analytical mindset with the ability to interpret data and insights to drive decision-making.
- Strategic thinker with a customer-centric approach and a focus on delivering results.
- Experience with customer relationship management (CRM) software and outreach tools.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Passion for customer success and a commitment to delivering exceptional service.

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