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Team Lead, Customer Renewals
Riyadh Customer Success – Customer Success / Full-Time / On-site Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!
The Renewal Team Leader plays a key role in actively leading, motivating and driving a retention team. The team leader is responsible for the growth and retention of the Subscription base through coaching and development and driving a high-performance culture - focusing on quality interactions and continuous improvement that creates a superior customer experience, consistent with our value proposition and member promise. This position works closely with internal stakeholders, sharing insights, feedback and performance data that will enhance our product development, marketing and customer experience. + Establish a high performing retention team.
+ Actively lead, coach and develop the team to optimum performance levels to achieve targets contributing to the company’s objectives.
+ leading the achievement of targets in an operational, sales and service environment.
+ Ability to drive performance in a sales-based environment with a focus on key performance indicators.
+ Ability to develop innovative and tailored tactics and strategies to manage customer needs.
+ Maintain quality standards for service delivery through identifying trends and planning for future needs.
+ Identify training needs and work with our training team to deliver best practice training to staff to improve customer experience and member retention.
+ Inform and monitor attendance and scheduling of training both formal and informal to ensure required service levels are maintained consistently, whilst enabling an environment of continuous improvement, including emergency staffing and leave coverage.
+ Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
+ Resolve escalated member issues in accordance with policies and procedures.
+ Coordinate the testing and implementation of new processes, including technology solutions, Analysis and report performance data and make recommendations for performance improvements.
+ Provide leadership and proactively engage in team and whole staff activities to continually develop a practical understanding of overall business strategies and programs of work to support achievement of goals.
+ Review and evaluate calls against the Quality Assurance Framework and Customer Experience Conversation Framework and provide feedback and coaching to the team.
+ Lead the development and review of processes and associated documentation relating to the activity undertaken by the team.
+ Perform regular performance appraisals for the Consultants and develop growth and achievement (G&A) plans that support individuals in their ongoing development aligned with objectives.
+ Model the values and behaviors in the delivery of individual performance; actively contribute to a constructive, high performing team and organizational culture.
+ Conduct effective team meetings/huddles/briefings to ensure effective communication of organizational messages, to provide not only technical information, but also motivate and engage staff.
+ Develop and maintain professional relationships with peers and stakeholders across the business to support inter-departmental collaboration.
+ Independently prioritize work to support consistent achievement of individual and team key performance indicators; appropriately escalate issues impacting either performance and/or the business; and demonstrate a flexible, adaptable, mobile and energized mindset.
+ Provide support and information to the Section Manager and executive team on the team’s activities and outcomes.
+ Ensure applicable procedures are always maintained.
+ Maintain knowledge of policies, processes and procedures and ensure all advice provided and processes undertaken are in accordance.
+ Actively offer and implement a course of action and solutions based on evaluation and analysis of numerical and written information focused on results.
CANDIDATE QUALIFICATIONS & WHY YOU’RE A GREAT FIT FOR THE ROLE:
+ Bachelor’s degree or equivalent work experience
+ 3+ years’ prior experience in a software company, preferably Software as a Service
+ Global sales experience preferred, but regional level required.
+ Excellent negotiation and interpersonal skills
+ Must thrive in a fast-paced, ever-changing environment
+ Excellent communication skills
+ Ability to effectively prioritize and escalate customer issues as required
+ Ability to create, review, and improve processes to drive operational efficiency.
+ Proficient in Microsoft Office / Google Drive Suite
+ Profound understanding of CRM systems, preferably Zoho, Hubspot, or Salesforce
+ Strong attention to detail and time management
+ Strong oral and written communication skills
+ Strong customer service, presentation, and conflict resolution skills
+ Management skills, with a proven track record of being a 'player-coach.'
+ Ability to create, review, and improve processes to drive operational efficiency.
+ Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client
+ Ability to coach and mentor team members
+ Bi-Lingual in English and Arabic Preferred
BENEFITS:
+ Work with an awesome growing global team, in a fast-growing startup with the opportunity to develop
+ Relocation Allowance if Applicable
+ Competitive Salary
+ Stock Options
