Customer Success Team Leader

Customer Success Team Leader

Overall management of the service activity with the client under PSS contracts, taking responsibility for the ongoing relationship with the client, leading quotation processes, orders, and milestones, and managing the team of employees. The role includes business, operational, and managerial responsibility, while meeting service goals, maintaining customer satisfaction, and leading effective collaboration among all relevant interfaces.

Responsibilities

• Managing the ongoing relationship with the client, providing professional responses and maintaining customer satisfaction.
• Managing and leading a team of employees, including recruitment, onboarding, mentoring, professional development, and ongoing management.
• Leading quotation processes, negotiating, and accompanying order processes with the client.
• Responsibility for monitoring and meeting SLA targets, timelines, milestones, and the profitability of the activity.
• Managing interfaces with internal departments and the client to promote the activity and provide solutions.
• Responsibility for resource planning, task prioritization, and providing solutions to the client's and activity's needs.
• Identifying opportunities to expand the activity and improve work and service processes.

Requirements

• B.Sc. in Industrial Engineering and Management or another relevant field – Mandatory
• At least 3-5 years of experience in team management
• Managing employees at a client site (In-house/Outsourcing)
• Service Delivery management
• Working with strategic clients
• Managing multiple interfaces
• Experience in defense companies – Significant advantage
• Experience in managing operational activities, contract management, or service activities
• Experience with price quotations