CS Strategic Account Team Leader

What will you do?

Lead and manage a team of Customer Success professionals, ensuring high performance and productivity.
Create an inspiring team environment with an open communication culture.
Develop and implement strategies to enhance customer satisfaction and retention.
Resolve customer inquiries and complaints efficiently and effectively.
Collaborate with cross-functional teams to ensure seamless service delivery.
Monitor and analyze team performance metrics, providing regular reports to senior management.
Develop and maintain strong relationships with key accounts, understanding their needs and ensuring they receive exceptional service.
Discover training needs and establish programs to enhance team skills and knowledge.
Drive continuous improvement initiatives within the team and across the organization.
Lead complex NPI project with strategic and key accounts worldwide.
Manage on-site delivery [as needed] of field escalations and solving highly complicated technical problems
Manage and monitor the performance of the products and service metrics with emphasis on TCE (Total customer experience) , e.g. NPI readiness, state of the product, technical support etc.
Willingness to travel abroad - up to 30%

Requirements:

What should you have?

Minimum of 5 years of experience in a customer success or technical support role, with at least 2 years in a leadership position.
Strong understanding of industrial and commercial printing solutions (Garment, Apparel, and Textile industries - An advantage).
Excellent leadership and team management skills.
Exceptional problem-solving and conflict resolution abilities.
Strong communication and interpersonal skills.
Ability to work in a fast-paced, dynamic environment.
Proficiency in CRM & BI tools - An advantage
High-level of English - A must

What We Offer:

Opportunities for professional growth and development.
A collaborative and innovative work environment.
The chance to work with cutting-edge technology and make a significant impact on our customers’ success.