Position: Account Manager Team Lead
Company: Develux
Category: Support
Experience required: 3y
English level: upper

**Develux is an IT consulting and software development company with products for the US market and outsourcing services worldwide. The company has been on the market since 2014 and has achieved perfect results in our four business units. We have 350+ goal-oriented, passionate specialists who are open to new challenges.**

**How old is the project? What stage is it at?**
We are in the ed-tech space helping hundreds of thousands of students deal with academic hurdles and questions. We have been around since 2014, overgrowing every year. Furthermore, we are currently working on expanding the functionality of our product, all while focusing on improving customer experience and increasing our financial metrics.
Our company is a B2B2C educational platform that provides academic paper writing services. Our clients can choose the type of work, set requirements and deadlines, and choose the author. In addition, online chat allows customers and authors to communicate with each other to clarify.
We also provide services for checking papers for plagiarism, editing and correcting text, and training and advice on improving research paper writing skills. Our team of writers consists of only the best experts, who are rigorously screened and constantly improve their skills.
Our platform also provides the opportunity to receive feedback from authors and ask for technical support and help in choosing the best work.
We constantly improve our platform and services to provide our customers with the highest convenience and quality.
Our support team is always available to help customers with any questions regarding our platform. We strive to ensure that our clients have only a positive experience with us and recommend us to their friends and colleagues.

**What do you need to do?**
- Champion the company's commitment to customer success and satisfaction, ensuring that clients receive exceptional service throughout their engagement.
- Collaborate with the team to strategize and execute plans that meet clients' needs and contribute to their academic success.
- Lead, mentor, and inspire a team of Customer Relationship Managers, fostering a collaborative and high-performing environment.
- Provide guidance, feedback, and support to team members, facilitating their professional growth and development.
- Set clear performance objectives, track progress, and conduct regular performance reviews.
- Cultivate strong relationships with clients, understanding their unique requirements, and proactively addressing their concerns or queries.
- Define key performance indicators (KPIs) for the team, measuring customer satisfaction rates, renewal rates, and other relevant metrics.
- Generate regular reports on team performance, customer feedback, and trends, presenting insights to senior management.

**Work experience?**
- At least two years experience as a Team lead of Account/Success Managers.
- Head of Supply

**What professional skills are essential to us?**
- Strategic Thinking: A big-picture perspective and the ability to align team efforts with the company's overall customer success strategy.
- Leadership: Strong leadership skills are essential for guiding and motivating the team to achieve their goals, fostering a positive work environment, and setting a positive example for team members.
- Empathy and Customer-Centric Approach: Understanding the customer's perspective and a genuine desire to help them succeed are essential for building strong customer relationships and driving customer satisfaction.
- Innovation: A willingness to think outside the box, suggest innovative solutions, and continuously improve processes to enhance customer experiences.
- Critical Thinking: The capacity to analyze information, evaluate situations, and make well-informed decisions that benefit both the team and the customers.

**Required hard skills?**
- Customer Relationship Management;
- Team Management;
- Data Analysis;
- Performance Metrics;
- Communication Skills;
- Problem Solving.

**Additional hard skills?**
- Project Management;
- Cross-Functional Collaboration;
- Training and Development;
- Reporting and Documentation.

**Questions and Answers:**
- Does the job come with a probation period, and if so, how long does it last?Yes, there is a three-month probation period.
- What is the expected work schedule?
Full-time, flexible, please start no later than 11:00 (on average 8 hours per day). The office in Kyiv is open from 9:00 to 20:00. You can work remotely and also you can choose hybrid mode where you can combine working on-site and remotely.
- How many vacation and sick days are provided?
Annual paid vacation – 21 working days; Paid confirmed sick leave; 6 unconfirmed sick days/days off a year.

**What social package and benefits are offered?**
- English courses (up to 80 USD/month after successful completion of the probation period)
- Compensation for the cost of a subscription sports center (up to 80 USD/month after successful completion of the probation period)
- Medical insurance (50% after successful completion of the probation period) or $200 a year for health care
- Corporate events

**Hiring process:**
- HR-call with Recruiter
- Interview with the Hiring manager (1 hour)
- Test task
- Proposal for cooperation with Develux