Team Lead Customer Success Manager

Description

Position Overview:

In this role, the employee will be responsible to oversee and guide a team of Client Success Managers. This role involves managing day-to-day operations, ensuring seamless resolution of internal and external issues, and fostering strong relationships with clients and cross-functional teams. The team lead will have excellent leadership, problem-solving, and communication skills, with a passion for driving customer satisfaction and operational efficiency.

Responsibilities

What you’ll do as the Team Lead Customer Success Manager:

 Key Responsibilities:

1. Team Leadership and Management:

• Lead, mentor, and support a team of Client Success Managers in their daily tasks and objectives.

• Monitor team performance and provide regular feedback, training, and development opportunities.

• Ensure adherence to company policies, processes, and customer service standards.

 2. Issue Resolution:

• Serve as an escalation point for complex internal and external customer issues.

• Collaborate with other departments (Purchasing, warehouse, finance, etc.) to resolve challenges effectively.

• Develop strategies to minimize recurring issues and enhance operational workflows.

 3. Customer Engagement:

• Build and maintain strong relationships with key clients to understand their business needs and expectations.

• Ensure timely and accurate communication with clients regarding orders, deliverables, and issue resolutions.

• Identify opportunities to improve customer satisfaction and retention.

4. Operational Oversight:

• Review and approve high-priority customer orders, quotes, and reports to ensure accuracy.

• Oversee SLA adherence and ensure that all client requests are processed in a timely manner.

• Analyze and report on key performance metrics related to client success.

 5. Process Improvement:

• Proactively identify areas for improvement within team processes and workflows.

• Develop and implement solutions to streamline operations and enhance team efficiency.

• Share insights and recommendations with leadership to refine customer success strategies.

 6.Training: CSMs on

• CE- D365 and the processes, 

• PowerBI templates and extraction of data

• Partner portals for Deal registrations for major OEMs

• All the value adding tools we have in place

   

What you will bring to the team:

• Graduate degree in any specialization; Supply Chain Management or Business-related fields preferred.

• 5-7 years of experience working in a combined sales, operations,  reseller hardware/software industry.

• Familiarity with key OEM Partner Portals (e.g., Apple, HP, Dell, Lenovo) and understanding of their product portfolios.

Experience

5 Years

Apply By

Dec 6, 2026

Required Skills

• Problem Solving
• Service Level Agreement (SLA) Management
• Customer Satisfaction
• Team Management
• Software
• Hardware
• Operations
• Sales
• partner portals
• D365
• PowerBi
• Training
• Operational Oversight
• Client Relationship Management
• Issue resolution
• Customer Success Management
• Communication
• Leadership

Nice to Have Skills

• Supply Chain Management
• Business knowledge
• OEM partner portals
• Performance Analysis
• Workflow Optimization