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In this role, you'll lead a team of Customer Success Managers and their teams while serving as a liaison by working with learning and development, product, engineering, business development, marketing and finance to improve Squares most important strategic priorities. You'll track Goals of your team weekly, with a focus on optimizations.
Team Happiness + Development
Inspire: communicate an inspiring vision and sense of purpose, helping leads and team members understand the connection between their work and the end goal.
Connect: build constructive relationships with all team members up, down, sideways, inside, and outside of Square.
Grow: mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.
Operational Efficiency + Strategy
Measure:assess metrics to measure the growth and performance of the team, providing insights and reports. Use these metrics and assessments to improve team performance through behavioral coaching.
Analyze: use deep product and industry knowledge, gather and summarize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a cross-functional leader.
Improve: build a new standard for support in payments and commerce-related products by managing and driving improvements in customer satisfaction, productivity, Service level agreements, etc.
Scale: see the opportunity in every challenge and develop structured plans to create solutions to essential support projects to help scale the team.
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