Related skills
slack salesforce google workspace hex five9📋 Description
- Lead and develop a team of Account Strategy CSM II members handling high-volume customer interactions
- Drive day-to-day team performance against retention, SLAs, call quality, and customer experience
- Provide regular coaching to improve consultative skills, objections, pricing, and negotiation
- Conduct call reviews and development conversations to grow team performance
- Support team in navigating complex or escalated customer situations to achieve best outcomes
- Reinforce operational discipline across call handling, case management, and data hygiene
🎯 Requirements
- 5+ years in Customer Success, Account Management, or related customer-facing role
- Previous people leadership or coaching experience in teams
- Experience in high-volume, queue- or case-based support with SLAs
- Strong coaching to improve performance via feedback and development plans
- Comfort navigating complex, high-stakes customer scenarios
- Strong objection handling, negotiation, and influencing skills
🎁 Benefits
- Hybrid work model with in-person collaboration and flexibility
- Inclusive culture grounded in Toast values
- Competitive benefits and total rewards
- AI tools to support hiring and interviews
- Geographic pay zone philosophy and pay transparency
- Opportunities for career growth and leadership
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