Hello!
At Factorial we're looking for a Team Lead to join our Spanish Customer Experience team and help us take the company to the next level.
In this role, you will report directly to the Head of Account Management for Spain and team up with other Area Managers to spearhead our mission of creating, for our Spanish customers, the highest satisfaction levels at every touchpoint.
We are looking for someone who wants to get involved and contribute innovative ideas that truly impact the business's future, mastering our upselling, retention, satisfaction, and activation plan for our existing clients.
Are you ready for the challenge?
* Lead and guide a dedicated team of 6-8 Account Managers, fostering a culture of ownership, self improvement, well-being, teamwork, and respect, with high performance, excellence, and achievement of set targets.
* Regularly monitor team performance metrics, identifying areas for improvement, and implementing tailored strategies to drive your team and the business growth.
* Active participation to develop and implement with your Area and the Talent teams robust recruitment and retention strategies to build the best teams.
* Design, evaluate, analyze, and execute innovative strategies and tactics aimed at maximizing customer retention, fostering upselling opportunities, and contributing significantly to overall revenue amplification.
* Drive motivation within the team by providing consistent and constructive feedback, and fostering hands-on leadership.
* Collaborate cross-functionally with different teams, leveraging your insights and team's experiences to enhance product development, customer experience, and sales strategies.
Your Profile
* Spanish expert speaker and fluent in English. We are international!
* Proven experience Managing Customer-oriented individual contributors in a Customer Experience team, with a track record of driving upselling and customer retention. Other experiences in Sales, Customer Satisfaction, and similar experiences are highly valued!
* Tech Savvy! Passion for technology and proven experience in a SaaS environment. The digital world and innovation are a must!
* Strong analytical skills, a problem-solving mindset, and data insights to drive informed decisions.
* You like making things easier for customers and colleagues. If there’s a roadblock, you want to smooth it away!
* Ready to work in a fast-paced, less corporate, startup environment.
Eager to take ownership of the company and share improvement points (we have a culture of change!)
Perks of being part of our team
* High growth, multicultural and friendly environment
* Save expenses with Cobee and get your salary in advance with Payflow
* Healthy life with Gympass ♀ and Alan as private health insurance
* Language classes with Yolk Academy
* Syra discounts, Nora & Apeteat lunch
* Breakfast in the office, organic fruit and free caffeine and theine☕
* Flexible schedules ⏰, pet Friendly and no dress code!
Is this you?! Come rock the world with us!
About us
At Factorial, we’re building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR, finance, and operations, freeing teams from manual processes so they can focus on what really matters: leading, growing, and taking care of their people.With over 1,200 employees across 7 markets, we serve 700,000+ users and are one of Europe’s fastest-growing SaaS companies, backed by top-tier investors and proudly headquartered in Barcelona.
Our Values
* We own it: We take responsibility for every project. We make decisions, not excuses.
* We learn and teach: We're dedicated to learning something new every day and, above all, share it.
* We partner: Every decision is a team decision. We trust each other.
* We grow fast: We act fast. We think that the worst mistake is not learning from them.
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