Team Lead - Client Success

2 days ago

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Net Driven

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Website Development • Search Engine Optimization • Internet Marketing • E-Commerce • SEM

51 - 200

Description

• A Team Lead is characterized by constant proactivity, thoroughness, helpfulness, and reliability in client work and as a leader. • Balance a reduced client load as well as overseeing a pod of 8-10 current Client Success Account Managers. • Responsible for the performance of the representatives on your team. • Split time between client work, pod management, and department improvement tasks. • Promote a positive and productive department culture of continual learning and sharing within the team. • Manage a team toward a common set of KPIs and metrics consistently. • Work with any team member on duties listed above and address performance issues with team members if/when they arise. • Educate (train and retrain) team members including client interactions and work. • Take the lead on at-risk and retention situations for their pod and propose solutions for resolving escalations. • Skillful in managing time/priorities based on company goals and objectives. • Strong oral and written communication skills. • Exhibit big-picture understanding and motivational skills. • Maintain a results-oriented approach, day-in, day-out. • Hiring/interviewing skills. • Strong relationship builder with clients and team members. • Powerful customer service skills. • Knowledge of SEO, social media, website analytics.

Requirements

• 3 to 5 years of experience in a client servicing role. • 2 to 4 of prior large project manager/team lead/leadership role (or comparable) experience. • Must be a great communicator to contribute to and ensure high integrity and a high productivity culture within the Client Success Team and with other departments at Net Driven. • Technology/automotive experience is a plus. • Call center success in a leadership position is a plus. • Experience with Salesforce or CRM software preferred.