Job Overview
As a CSM Team Leader , you will have managerial responsibility for the Customer Success team and will be responsible for ensuring an exceptional customer experience for our MasterMind business owner clients. You will be responsible for the personalized and strategic follow-up of our clients to maximize their satisfaction and success, while being a pillar for customer service as a whole.
Mission
- Customer Success Team Management: You will supervise, coach, and challenge the CSM team on a daily basis. You will ensure optimal allocation of client portfolios, organize team rituals, monitor individual performance, set objectives, and support their achievement.
- Process Optimization: You will work closely with internal teams to improve customer service processes and tools to ensure smoother and faster handling of requests.
- KPI Analysis and Monitoring: You will track customer and team performance indicators to ensure maximum satisfaction and identify growth drivers. You will evaluate customer feedback and implement actions to continuously improve the customer experience.
- Supporting our MasterMind members: You will be responsible for supporting clients, ensuring their satisfaction and the achievement of their objectives by monitoring their progress and providing them with appropriate advice.
- Customer Relationship Management: You will be the main point of contact for the program’s customers, ensuring regular and personalized exchanges to meet their needs and resolve their issues.
Profile sought
- You have 5 to 7 years of experience in Customer Success , customer relations or account management, including at least 2 years in team management .
- You are committed to supporting your teams in developing their skills and achieving their objectives.
- You know how to create a structuring framework while allowing autonomy, and you are able to motivate, challenge and help each employee progress.
- You have a leadership posture : you set an example, inspire confidence and drive a collective dynamic focused on excellence.
- You have supported demanding clients (executives, entrepreneurs, top management) in digital environments (coaching, infopreneurship, SaaS, online training, etc.).
- You are able to monitor the performance of clients and your teams through KPIs and propose suitable solutions to improve results.
- You have excellent communication skills and know how to actively listen to understand needs and respond to them in an effective and personalized manner.
- You are independent, organized and able to take initiatives to manage your schedule and priorities.
- You have a perfect command of spoken and written French .
Terms & Benefits
- Contract: Employee in Dubai after a trial period on a freelance contract – long term – full time – 100% remote working
- Desired start: as soon as possible
- You will work within the dynamic teams of Max Piccinini in a positive working environment where team spirit and friendliness are at the heart of discussions.
Recruitment process
- Application via the form
- Videoconference interview with the recruitment team
- Carrying out a practical case study related to the position
- Final interview
