Account Management Team Leader

About the company: 

Our client is a liquidity and technology provider of solutions for the crypto and foreign exchange (FX) industry. The company specializes in the sphere of B2B services and products, catering to a wide range of clients including large licensed brokers, crypto exchanges, crypto brokers, forex brokers, hedge and crypto funds, and professional managers. The company’s advanced base of ready-to-use technical solutions enables brokers to save time and money on consuming infrastructure projects and focus on enlarging their client base and increasing their revenues.

The company is seeking a dynamic and results-oriented Customer Success Manager Team Lead to spearhead their customer growth and retention strategy. The ideal candidate will be a seasoned professional with a proven track record of building and leading high-performing account management teams. This role is crucial in maximizing customer lifetime value by driving product adoption, increasing trade volume, and ensuring overall customer satisfaction.

Responsibilities

Team Leadership and Development:

• Build, develop, and mentor a high-performing team of Account managers.
• Set clear performance expectations, provide regular coaching, and conduct performance reviews.
• Identify training needs and develop training programs to enhance team capabilities.
• Foster a collaborative and supportive team environment focused on client success.

Customer Growth and Retention:

• Develop and execute strategies to increase customer trade volume, product adoption, and customer lifetime value.
• Lead by example in conducting value-driven discussions with key customers to identify upsell and cross-sell opportunities.
• Collaborate with sales and product teams to ensure a seamless customer journey.
• Monitor customer health metrics and proactively address customer needs and concerns.

Customer Satisfaction and Escalation Management:

• Oversee customer satisfaction levels and implement initiatives to improve customer experience.
• Develop and implement effective escalation procedures to resolve customer issues promptly and professionally.
• Build strong relationships with customers to become a trusted advisor.

Team Performance and Efficiency:

• Track key performance indicators (KPIs) for the team, including customer retention, expansion, and satisfaction metrics.
• Optimize team processes and resource allocation to maximize efficiency and productivity.
• Utilize CRM and other tools to effectively manage customer data and track team performance.

Qualifications

• Proven experience in managing and leading a customer success team in a B2B environment.
•  Strong understanding of the financial services industry and trading platforms.
• Excellent communication, interpersonal, and presentation skills.
• Ability to build strong relationships with customers and internal stakeholders.
• Strong analytical and problem-solving skills.
• Proficiency in CRM and customer success management tools.
• Bachelor's degree or equivalent experience.

Desired Skills

• Experience in the B2B SaaS industry.
• Knowledge of customer success methodologies and best practices.
• Experience with data analysis and reporting.

What They Offer

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• Dynamic and collaborative work environment.

If you are a passionate customer advocate with a proven track record of success, we encourage you to apply.