About the Company
Teleperformance is a global leader in digitally integrated business services, providing advanced customer experience management and optimizing business processes for our clients. With a presence in 170 countries, we are committed to connecting brands with their customers and delivering innovative solutions. This role specifically focuses on supporting our dynamic portfolio of tech startup clients, helping them scale and succeed.
Job Description
We are seeking a highly motivated and results-driven Customer Success Lead to join our team, specifically focused on empowering our tech startup clients. In this pivotal role, you will be responsible for building strong relationships, understanding client needs, and guiding them through their journey with Teleperformance services. You will act as a strategic advisor, ensuring clients maximize the value of our solutions and achieve their business objectives. This position requires a blend of leadership, client advocacy, and a deep understanding of the fast-paced tech startup ecosystem. You will lead a small team of Customer Success Specialists and collaborate closely with sales, operations, and product teams to ensure a seamless and exceptional client experience.
Key Responsibilities
- Lead a portfolio of key tech startup accounts, serving as the primary point of contact and trusted advisor.
- Develop and execute strategic account plans to drive client satisfaction, retention, and growth.
- Proactively identify client needs and pain points, proposing effective Teleperformance solutions and services.
- Monitor client health, usage patterns, and key performance indicators to anticipate issues and proactively engage.
- Oversee the onboarding process for new tech startup clients, ensuring a smooth transition and rapid time-to-value.
- Collaborate with internal teams (sales, operations, analytics) to ensure client success and resolve any escalations.
- Lead, mentor, and develop a small team of Customer Success Specialists, fostering a culture of excellence and continuous improvement.
- Conduct regular business reviews with clients to showcase value, share insights, and gather feedback.
Required Skills
- Minimum of 4 years of experience in Customer Success, Account Management, or a related client-facing role, with at least 1 year in a leadership capacity.
- Proven experience working with or within the tech startup ecosystem.
- Exceptional communication, presentation, and interpersonal skills.
- Strong analytical and problem-solving abilities with a data-driven approach.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
Preferred Qualifications
- Master’s degree or relevant professional certifications (e.g., PMP, CSM).
- Experience with BPO or contact center operations.
- Familiarity with agile methodologies and SaaS business models.
- Demonstrated success in driving client adoption and retention for growth-stage companies.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off and holidays.
- Opportunities for professional development and career growth.
- Employee wellness programs and mental health support.
- Dynamic and collaborative work environment with a global leader.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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