Global Product Director, Practice Management Systems
DocPlanner
Team Lead, Customer Success Development
SiteMinder
full-time
Posted on:
Origin: • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- Supervise and support a team of CS Development Analysts in their daily activities, including regular team meetings and 1:1 coaching
- Train new team members on processes, systems, and best practices and mentor on phone and email communication techniques
- Monitor live calls and provide real-time coaching to improve performance
- Monitor and manage the team's daily pipeline activities across phone and email channels; distribute leads and ensure workload balance
- Track team performance and productivity against KPIs (outbound calls, emails, contact rates, meetings scheduled) and prepare daily/weekly performance reports
- Ensure accurate and up-to-date information in CRM and be prepared to manage direct customer interactions up to 40% of the time
- Handle escalated customer situations and serve as first point of escalation for process questions and customer issues
- Ensure team adherence to scripts, processes, and quality standards; identify and report process gaps to senior management
- Coordinate with Customer Success team for smooth handoffs of qualified appointments
- Manage team schedules, time-off requests, documentation, training materials, recruitment participation, and onboarding assistance
Requirements
- Experience as a CS Development Analyst/Representative or similar B2B sales/business development role
- 1+ years of team lead, supervisory experience, or demonstrated leadership capabilities (formal or informal)
- Proven track record of consistently meeting or exceeding individual KPIs
- BPO or contact center experience with understanding of quota-driven environments
- Strong understanding of pipeline management and lead nurturing processes
- Excellent phone and email communication skills with ability to coach others
- Proficiency in Salesforce including basic reporting
- Ability to interpret performance data and identify trends
- Strong organizational skills with attention to detail
- Natural ability to motivate and support team members
- Good customer influencing skills
- Lead by example mentality with willingness to jump on phones when needed
- Patient and effective when training and developing others
- Calm under pressure with good problem-solving skills
- Genuine passion for helping others succeed
- Comfortable working in a fast-paced, target-driven environment
