Associate Business Analyst – Gurugram, India | EXL
EXL
Support business process reviews, requirements documentation, and entry-level data analysis. Work with senior analysts and project teams in a hybrid role based in Gurugram.
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Guesty қонақжайлылық саласындағы бизнеске арналған барлығы бір жерде технологиялық платформа әзірлейді. Оның бағдарламалық жасақтамасы қонақжайлылық командаларына күнделікті операцияларды басқаруға, қайталанатын жұмыстарды автоматтандыруға, тиімділікті арттыруға және қонақтарға жақсырақ тәжірибе ұсынуға көмектесетін құралдарды біріктіреді. Арнайы инженерлік командасы мен қонақжайлылық саласындағы терең тәжірибесіне сүйене отырып, Guesty компанияларға операцияларын оңтайландыруға және өсуге көмектесуге баса мән береді.
Senior Customer Success Team Lead - Mexico Remote
Lead a global team of Customer Success Managers serving SMB clients across the Americas. Own retention, upsells, account growth, and scalable customer success operations at Guesty.
Сипаттама
- Manage and grow the SMB customer segment across the Americas
- Lead 6–8 global Customer Success Managers supporting more than 1,000 clients
- Improve customer retention, upsell performance, and overall account growth
- Partner with the Director to develop scalable team processes
- Digitize and improve the customer journey
- Coach CSMs in strategic customer conversations
- Mentor CSMs to achieve and exceed performance goals
- Conduct performance reviews and provide continuous feedback
- Use customer data and trends to identify process improvements and strategic initiatives
- Report team performance and portfolio health to senior leadership
- Resolve significant customer escalations while maintaining key account relationships
- Work with Operations, Sales, and Onboarding to remove cross-functional blockers
- Promote high-quality execution, proactive improvement, and internal collaboration
Талаптар
- Demonstrated experience managing at least five CSMs in a B2B SaaS environment, preferably internationally
- Proven success closing upsells and managing a large B2B SaaS account portfolio
- Strong communication and interpersonal abilities, strategic thinking, and the capacity to align customer success plans with business objectives across cultures and time zones
- Experience managing complex customer situations and de-escalating issues
- Proficiency with CRM, customer success, and business intelligence tools; Salesforce is strongly preferred
- Understanding of the SMB market and its specific challenges is preferred
- Experience in the short-term rental industry is a significant advantage
Артықшылықтар
- Equal employment opportunities are provided regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law
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