About MyOperator
MyOperator is a Business AI Operator, a category-leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform. Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single, no-code platform. Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement — without fragmented tools or increased headcount.
Role Overview
The Team Lead Customer Success will lead a team of Customer Success Representatives, ensuring high levels of customer satisfaction, retention, and growth. This role involves managing team performance, driving process improvements, and fostering strong customer relationships.
Responsibilities:
Revenue Growth and Retention:
- Drive upsell and cross-sell initiatives to maximize customer value.
- Implement strategies for revenue retention and expansion within the existing customer base.
- Monitor and improve product adoption rates among customers.
- Develop and execute churn management strategies to minimize customer attrition.
Team Leadership and Management:
- Lead, mentor, and develop a team of Customer Success Representatives
- Set team goals, monitor performance, and provide regular feedback and coaching.
- Conduct performance reviews and identify training needs.
- Ensure team adherence to established processes and best practices.
Customer Relationship Management:
- Oversee and manage key customer relationships.
- Address and resolve escalated customer issues in a timely and effective manner.
- Proactively identify and mitigate potential customer risks.
- Drive customer satisfaction and loyalty initiatives.
Client Onboarding:
- Oversee the onboarding process for new clients, ensuring a satisfactory experience.
- Develop and refine onboarding procedures to facilitate future upsell and cross-sell opportunities.
Process Improvement and Optimization:
- Identify areas for process improvement within the Customer Success department.
- Develop and implement strategies to enhance efficiency and effectiveness.
- Monitor key metrics and generate reports on team and customer performance.
- Utilize data to make informed decisions and drive continuous improvement.
Collaboration and Communication:
- Collaborate with other departments, including Sales, Product, and Support, to ensure a seamless customer experience.
- Communicate effectively with team members, management, and customers.
- Participate in meetings and provide updates on team activities and customer issues.
Qualifications
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- 3+ years of experience in customer success and account management.
- 2+ years of prior experience in a team lead or management role.
- Proven experience in customer success, account management,
- Proven team management experience.
- Strong communication, interpersonal, and problem-solving skills.
- Proficiency in CRM software and other relevant tools.
- Experience in the cloud telephony or SaaS industry is a plus.
Key Skills:
- Leadership and team management
- Customer relationship management
- Process improvement
- Communication and interpersonal skills
- Problem-solving
- Data analysis
- CRM software proficiency
Additional Information
- Opportunity for growth and advancement.
- Dynamic and collaborative work environment
- Chance to work with cutting-edge technology and solutions.
Shubham Vishwakarma
Full Stack Developer - Averlon
About MyOperator - VoiceTree Technologies
About
MyOperator is India's cloud communications leader trusted by 10000+ businesses. MyOperator offers an omni-channel SAAS platform with:
- Cloud Call Center/ Contact Center Software
- WhatsApp API
- IVR and Toll-free Number
- Multi-store telephony
- Enterprise Mobility
MyOperator has been adopted by 10000+ businesses including IRCTC, Razorpay, Amazon, PwC, E&Y, Apollo and more.
MyOperator has been rated as a champion in India's cloud communications segment(Software Suggest), awarded for ease of use by Capterra and for exceptional customer service at UBS India BPO Conclave.
In 2022, MyOperator launched SMB focused conversation app Heyo Phone backed by super-angels Amit Chaudhary (Lenskart), Aakash Chaudhry(Aakash-Byjus)
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