Customer Success Lead

Customer Success Lead

The role is ultimately responsible for the management of the programs at site and the delivery against program KPIs/goals. This is expected to be a senior level role with an expectation that this individual will have proven experience in managing teams in a Sales environment. This role is expected to focus on performance delivery of the sales programs but also be able to think strategically on ways to meet the needs of our customers (advertisers and agencies) and work with the Head of Sales on ways to improve the service we provide through our programs. This individual is ultimately responsible for the performance of all Sales programs and is therefore empowered to take steps to improve performance, quality, etc.

This role is responsible for ensuring that a rhythm of business is maintained with Weekly / Monthly Business Reviews etc. happening according to client guidance.

The role is expected to focus on, but not be limited to, the following areas: Customer Engagement, Revenue Planning, Sales Activation, Agent Performance Management, Operations Management and Team Management & Development.

Customer Engagement

The Customer Success Lead is expected to have a deep understanding of customer challenges and opportunities across all of their programs. This knowledge should be a combination of upward feedback from Programs Leads, Team Leads and Agents; call shadowing; QA feedback. The Customer Success Lead is expected to validate all feedback and be able to discuss, in detail, with the Head of Sales. The Customer Success Lead should also be able to develop plans to address any issues raised through feedback and ensure that steps are being taken to address these issues. This could include, but not be limited to, additional coaching for agents, TLs, etc.

Revenue Planning

The Customer Success Lead should be able to understand revenue trends and drivers. They should be able to identify opportunities and identify the levers to take advantage of these opportunities. They should be able to discuss these opportunities in detail with the Head of Sales and be able to co-create action plans. The Customer Success Lead is also responsible for the implementation/design of program spiffs and is responsible for ensuring that spiffs are implemented according to client guidelines.

Sales Activation

The Customer Success Lead is responsible for ensuring the execution of action plans communicated by the Head of Sales. They should be able to identify opportunities to improve activation plans and work with the Head of Sales where they need more support. They are also responsible for ensuring that vendor resources (e.g. training, quality, reporting, etc.) are in place to support the activation plans.

Agent Performance Management

The Customer Success Lead should ensure that agents are being managed effectively and receiving the necessary support (training, coaching, etc.) to hit program KPIs. At a more macro level the Customer Success Lead should be able to identify blockers to performance and work with the Head of Sales to identify solutions.

Operations Management

The Customer Success Lead should be aware of any issues that impact on book health. This could include issues with book composition, reporting issues or other tooling issues, etc. The expectation is that the Customer Success Lead will work with the Customer Success Lead Director to ensure that these issues are investigated and a task is created for the client to investigate.

Team Management & Development

The Customer Success Lead is responsible for the identification and development of talent. This is to ensure that Program Leads are equipped to perform their role and that adequate succession planning is put in place.