Xerox CareAR Scaled Customer Success Team Lead in United States
CareAR Scaled Customer Success Team Lead
Country: United States
Department: Information Management
Date: Friday, June 17, 2022
Working time: Full-time
Job Level: Manager
Job Type: Experienced
Job Field: Information Management
Seniority Level: Mid-Senior Level
Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)
As a Scaled Customer Success Team Lead you will be responsibleforcustomer retention and loyalty bycoachinga team ofcustomer success managers. You willwork with your team to build out operationsto support effective scaling as the team and customer base grow.
Empower your team. Manage thecustomer successactivities of your team by strategically leading all stages of theSaaS customer journey, both domestically and abroad. Mentor your team through active coaching, clear direction, and regular feedback. Cultivaterelationships andresources to support your team’s adoption results.
Understand our customers. Identify key stakeholders and business drivers for an organization. Understand customerchallenges and digital strategy.
Monitor and improve customer success KPIs, and work to make customer success processes and structures scalable.Demonstrate industry knowledge oftrends in Augmented reality.
Establish the best customer experience across the customer journey with onboarding, support, account management and upselling and turn our customers into advocates.
Work closely with teams from across the organization, helping to advocate on behalf of customers and bridge the gap between the customer and product teams. Influence product development strategy and participate in building out the product roadmap as the voice of the customer
Deliver results.Own renewals. Proactively monitor and identify customer health risks and mitigate non-renewal churn risk.Establish goals for yourself and your team that are attainable and realistic with clear indicators.
Who You Are
BS/BA Degree in business or a relevant discipline.
3-5years experiencemanaging a customer-facing team preferably at a SaaScompany
Prior experience managing a portfolio of customers with total ARR between $2 and $5Million.
Passionate about servicing customers and relationship development.
Excellent analytical/problem solving ability to unblock customers from business and technical issues.
Skilled at analyzing customer usage data and providing recommendations based off data insights.
Technical knowledge and experience in a real time communication technology is a plus.
Superior presentation and meeting facilitation skills.
Familiarity with Customer Success software applications and methodology.
Ability to work in a cross-functional collaborative team environment.