Customer Success Leader

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🔥 16 hours ago

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Associated Nerd Global

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

🎯 Recruiter

🤝 B2B

Recruitment • B2B

Associated Nerd Global is a recruitment and talent advisory firm focused on sourcing and placing technology professionals and executives worldwide. They provide fast, transparent tech recruitment and executive search, short time-to-hire screening, cultural-fit assessments, leadership development plans, and employee experience support. The company operates globally (notably Brazil and Portugal), pairs technical screening with customer-success support, and helps companies fill complex technology roles with an emphasis on speed and quality.

📋 Description

• Lead, develop and monitor the team's performance. • Conduct structured feedback and ongoing follow-up. • Build individual and collective development plans. • Develop new leaders within the operation. • Foster a high-performance, collaborative and accountable environment. • Design and optimize internal processes. • Ensure operational efficiency and scalability of the area. • Map bottlenecks, propose improvements and track their implementation. • Develop documentation, workflows, training and best practices. • Ensure compliance with SLAs and department KPIs. • Define, monitor and analyze operational metrics. • Ensure productivity, quality and efficiency of customer service. • Promote continuous improvement driven by data. • Manage production capacity and the intelligent distribution of work. • Work closely with the team and the operation. • Serve as a reference for attitude, commitment and execution. • Be present for the team's day-to-day challenges. • Report results, risks and opportunities to the executive board. • Anticipate issues before they impact operations. • Present action plans and structured solutions. • Lead continuous improvement projects and the evolution of the department.

🎯 Requirements

• Previous experience leading operational or Customer Success teams. • Experience in project management and implementing improvements. • Experience building or restructuring processes. • Strong communication skills and conflict management. • Experience with metrics, targets and performance monitoring. • Hands-on profile, able to operate both strategically and operationally. • Ability to develop people and build high-performance teams. • Advanced English.