Customer Success Team Lead

3 semanas atrás


Porto, Porto, Portugal Phiture Tempo inteiro

About Nonius, a leading provider of Guest Technology solutions, we are seeking an experienced Customer Success Team Lead to join our Cloudscreens business unit. Located in Maia, Portugal, this role is responsible for managing the day-to-day tasks of the Customer Success Team and ensuring customer satisfaction, relationships, and communications.

Key Responsibilities:
- Develop and manage customer satisfaction, relationships, and communications;
- Manage and supervise team internal communications with other units and departments;
- Manage team backlog workload and assign new tasks;
- Supervise clients' open incidents and manage task priorities;
- Ensure unit guidelines are followed by team members;
- Validate daily team task time tracking and suggest optimizations;
- Validate content tasks on detail, coherence, and customer engagement;
- Present solutions demos driving product engagement, including contract renewal;
- Explore new opportunities to upsell and/or cross-sell to customers;

Customer Success Skills Required:
- Assist sales teams in configuring demos and Proof of Concepts (PoCs);
- Facilitate the onboarding process for new clients on our TV, Cast, and Signage platforms;
- Address product-specific installation and ongoing issues through responsive support;
- Contribute to quality assurance by identifying bugs and testing new features for developers;
- Maintain and update training materials and documentation for internal use.

Requirements:
- 3+ years of experience in a similar role;
- Bachelor's degree in Management, IT management, or a related field;
- Fluency in English (spoken and written);
- Excellent communication, problem-solving, and critical thinking skills;
- Ability to work under pressure to achieve goals in a reactive environment;
- Empathy towards helping customers and ability to manage customer expectations;
- Creative, resourceful, detail-oriented, and highly organized individual;

Compensation: €50,000 - €70,000 per annum, depending on experience.



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