João Felismino

Csm Team Leader Emea @Broadvoice

Lisboa, PT

Lead, mentor, and coach a team of Customer Success Managers to achieve customer satisfaction, retention, and engagement goals- Support team members in resolving escalated customer issues, acting as a point of contact for complex scenarios- Conduct regular team meetings to align goals, share best practices, and address challenges- Assist in developing and implementing processes that streamline customer onboarding, engagement, and account management- Ensure the team is proactively managing customer accounts to drive product adoption and satisfaction- Monitor customer health metrics, including Net Promoter Score (NPS) and churn risk, and work with the team to develop improvement strategies- Act as a liaison between your team and cross-functional departments, including Sales, Product, and Support, to address customer needs effectively- Advocate customers by providing feedback to internal teams to improve products and services- Track and report on team performance metrics, such as retention rates, engagement levels, and account growth- Conduct one-on-one performance reviews with team members, providing constructive feedback and setting development goals- Identify training needs and ensure team members have the tools and knowledge to excel in their roles.