Customer Success Team Leader (Hybrid-Flexible Options)
Role Overview
At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.
The Customer Success Team Leader is a key leadership role responsible for managing a designated team within the Customer Success department. This role requires a strong focus on people development, team performance, technical guidance, and overall customer satisfaction.
In this role, you will be managing a team of technical experts and Level 1 support, leveraging the skills and experience of these various profiles to drive excellent customer satisfaction across Broadridge's APAC and Global Customer base.
Responsibilities
1. People:
- Serve as the line manager for the assigned team, providing guidance, training, and career coaching to team members.
- Assist in setting and monitoring team goals, and ensure the team's compliance with company policies and procedures.
- Lead onboarding and offboarding processes, including knowledge transfer and handover for new and departing team members.
- Conduct performance reviews, recognition, and compensation discussions for team members.
- Manage administrative tasks such as time-off planning, vacation scheduling, approvals, and compliance training for the team.
2. Team:
- Assess team resource needs for a smooth customer support operation and allocate talent accordingly.
- Drive recruitment efforts, including conducting final interviews and making hiring decisions.
- Set performance goals for the team and provide support and escalation resolution internally and with external stakeholders.
- Ensure adherence to standards, best practices, and maintainability guidelines.
3. Technical Guidance:
- Provide technical guidance, mentorship, and support to team members to develop optimal Technical Expertise.
- Assist team members in solving complex technical problems and making design decisions.
- Align technical debt backlog with product/strategy roadmaps and ensure it is addressed in line with business objectives.
4. Customer Satisfaction:
- Track and enforce key performance indicators that drive Customer Satisfaction: Response time, resolution time, response quality, NPS feedback, etc.
- Ensure timely and high-quality response to customer queries and incidents, and actively contribute to the success of each customer operation in their usage of Broadridge software.
- Oversight of Quarterly Business Reviews and other key activities for Broadridge customers across APAC
- Contribute to the improvement of the Broadridge Customer Success department by providing ideas, implementing them and measuring the positive impacts of those initiatives
Your profile
- Previous experience in Customer Success Management (CSM) is preferred, with a tech-savvy background also considered.
- Strong appetite for leadership and management tasks.
- Experience in handling client accounts directly, acting as an escalation point for the broader team's client base.
- Experience in onboarding and training
- Equivalent technical and client-facing skills to senior TAMs.
- Strong leadership abilities with a genuine interest in mentoring and managing people.
- Comfortable leading a small team and implementing best practices.
- Demonstrated ability to review metrics, ensure team efficiency, and contribute to team success.
- Department
- Customer Success
- Locations
- Manila
- Remote status
- Hybrid Remote
Manila
Diversity, Equity and Inclusion
We are dedicated to fostering a diverse, equitable, inclusive, and healthy environment. As a leading provider of technology, communications, and data and analytics solutions to businesses around the world, it is critical that we understand, embrace, and operate in a multicultural environment. Every associate has unique strengths, which, when fully appreciated and embraced, allow individuals to perform at their best, leading to our success.
Our goal is to ensure our associates at every level of the organization represent the diversity of the clients we serve and the communities in which we work. We pursue both top-down and bottom-up approaches to advancing diversity, equity, and inclusion initiatives and values into our culture. This is reflected in the varying backgrounds of our over 13,000 associates working in 21 countries around the globe.
Learn about our DEI Program here.
About Broadridge
Broadridge Financial Solutions (NYSE: BR), a global Fintech leader with $5 billion in revenues, provides the critical infrastructure that powers investing, corporate governance, and communications to enable better financial lives.
Itiviti was acquired by Broadridge in May 2021 and is now Broadridge Trading and Connectivity Solutions. Our combined offering enables simplification and streamlining of all front office, middle office, and post-trade functions — powering connectivity and multi-asset trading across global markets.
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