SysAid is a dynamic SaaS company specializing in IT Service Management while pioneering generative/conversational AI. We are recognized as a leading innovator in the industry, featured in the Gartner Magic Quadrant for ITSM, and honored with AWS’s prestigious Rising ISV Star Award. With over 4,000 clients across 140 countries and a daily impact on over 9 million end-users, we are committed to transforming the ITSM landscape.
As a Team Lead, Customer Success you are not just leading a global team of CSMs; you’re a mentor, guide, and operational support in a dynamic, fast-growing environment.
Who You Are:
- You possess a genuine empathy for customers and team members, always ready to understand and address challenges.
- A passionate motivator, you inspire your team with dedication and creativity in problem-solving.
- Ownership and accountability are your watchwords, ensuring effective management of tasks and responsibilities.
- You’re a proactive team player, thriving in dynamic environments and skillfully prioritizing tasks.
Responsibilities:
Player-coach:
- Manage your book of business and the life-cycle of account management activities, nurturing customer relationships.
- Develop strategic plans for growth opportunities in existing customer accounts.
- Articulate SysAid’s value proposition clearly and effectively.
- Drive customer adoption of our solutions, focusing on continuous improvement for satisfaction and retention.
Leader Responsibilities:
- Lead and motivate a team of Client Success Managers to align with clients’ goals.
- Foster a positive and collaborative team culture that encourages innovation and continuous improvement with your direct reports.
- Identify growth opportunities within your team members’ account portfolio
- Collaborate with cross-functional teams, transmitting customer insights and feedback throughout the company.
- Monitor, collect, and escalate issues for proper internal and external follow-up, communication, and resolution.