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Client Success Leader

2 months ago

Acworth, Georgia, United States Jaipur Living Full time
Job Details

Level
Management

Job Location
Corporate Headquarters

Description

"Let goodness, fairness and most importantly, love prevail in business; profits will inevitably follow." - NK Chaudhary, founder

Jaipur Living is a socially responsible luxury brand dedicated to people, products, and design. As a unique challenger brand, Jaipur Living is recognized for its exquisite rugs and textiles. Our products grace the finest homes, and we take pride in delivering only the highest quality items, maintaining a transparent and ethical supply chain, and offering a distinctly thoughtful customer experience with personalized support and custom solutions.

Located in a northwestern suburb of Atlanta, Jaipur Living designs, manufactures, and distributes rugs and other textiles through a vast network of high-end interior designers, design firms, national retailers, and third-party ecommerce partners. Our company has experienced consistent double-digit annual growth for the past decade, a testament to the care we extend not only to our customers but also to our employees. We encourage collaboration, independent thinking, and creative exploration to develop innovative marketing and distribution strategies for our products worldwide.

In August 2022, we inaugurated a new studio adjacent to our headquarters, spanning over 17,000 square feet, which serves as a communal space for design professionals to engage with Jaipur Living's offerings. This studio embodies not only our beautiful products but also the ways we enhance lives through The Jaipur Rugs Foundation.

What we offer our team members:
  • Comprehensive Benefits: Paid Holidays, PTO, Parental Involvement Leave, Maternity/Paternity Leave, EAP, No-Cost Employee Medical Plan, Vision, Dental, and Company-Paid Life Insurance. We also provide a retirement match (401K/Roth).
  • Career Development: We are committed to fostering growth within the company, supporting our team members' aspirations with a clear succession plan that includes various training and development opportunities.
  • Pet-Friendly Workplace: We welcome your furry companions Our 'Bring Your Dogs to Work' policy creates a pet-friendly environment, allowing our team members to enjoy the company of their dogs during work hours.
  • Wellness Support: We promote an active lifestyle with our on-site basketball court and yoga studio, and we host quarterly mental health events to help create a balanced work-life harmony for our team members.
  • Sustainability Efforts: Join our Green Team, which is responsible for initiatives such as maintaining an organic community garden, donating goods to local shelters and schools, conducting educational workshops, leading nature walks, and more, all while promoting well-being through sustainable practices.
Our Values

Empowerment
• Inclusiveness
• Responsibility
• Progressive

Overview

As a Client Success Leader, you will be instrumental in ensuring the satisfaction and success of our clients. You will lead and mentor a team of Client Success Representatives (CSRs) while overseeing the support provided to our sales representatives. Your responsibilities will encompass managing KPIs, resolving escalated cases, providing training, and nurturing a positive team environment. Additionally, you will collaborate across departments to enhance the overall client experience and play a vital role in the implementation of our new ERP system.

Essential Responsibilities:

Team Management:
  • Manage, train, and develop the Field Sales CS team, which includes 1 Senior CSR and 6 CSRs.
  • Oversee sales support for 30+ inside, field, and independent Sales Representatives.
  • Conduct bi-weekly call and case monitoring sessions, providing coaching and supplemental training as necessary.
  • Celebrate departmental and team achievements through various initiatives such as team lunches, gift-giving, contests, etc.
Performance Monitoring and Improvement:
  • Ensure the achievement of KPIs, focusing on CRM response times, call holding service levels, and customer satisfaction survey scores.
  • Proactively address negative client experiences by engaging with those who have provided low scores on CSAT surveys.
  • Implement daily coverage plans to maintain adequate phone and CRM queue coverage during team member absences.
  • Provide monthly KPI reporting and identify opportunities for improvement.
Client Issue Resolution:
  • Manage and resolve escalated cases and calls, serving as a point of contact for resolution.
  • Collaborate with cross-functional teams including Distribution Center, Field Sales, Leadership, Accounts Receivable, IT, and Marketing to resolve client issues and enhance their experience.
Strategic Initiatives and SOP Management:
  • Partner with CS Leadership on executing departmental strategic initiatives.
  • Manage and develop SOPs, particularly in relation to the launch of the new ERP system.
  • Ensure adherence to established SOPs and assist in training team members on new procedures.
Team Leadership and Operations Oversight:
  • Train, develop, and manage a small group of employees, providing issue resolution coaching and ongoing support.
  • Supervise daily department operations, ensuring coverage and achievement of service level expectations.
  • Serve as an escalation point of contact for order management guideline issues.
Training and Process Improvement:
  • Develop and implement training guides and new SOPs as needed for your teams.
  • Assist in testing new functionalities and fixes to enhance client support processes.
Qualifications

Skills & Minimum Qualifications:

To perform this role successfully, an individual must be able to fulfill each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
  • Bachelor's degree in Business Administration, Management, Marketing, or a related field is preferred, though relevant work experience and demonstrated skills will also be considered.
  • Proven ability to provide exceptional leadership, inspiring and guiding teams to achieve common goals.
  • Strong interpersonal skills, enabling effective communication with both clients and team members, including delivering constructive feedback and resolving conflicts.
  • Deep understanding of client needs, committed to delivering outstanding service and adept at transforming negative experiences into positive outcomes through proactive engagement and problem-solving.
  • Proficiency in analyzing key performance indicators (KPIs) and utilizing data-driven insights to identify areas for improvement and drive operational excellence.
  • Adaptability to thrive in fast-paced environments, quickly adjusting to changing priorities and managing multiple tasks and projects simultaneously.
  • Comfortable with CRM systems and other relevant software tools, capable of quickly learning new technologies and processes.
  • Collaborative mindset, experienced in working cross-functionally with stakeholders from various departments to achieve common objectives.
  • Strong problem-solving skills, able to promptly and effectively address client issues and manage escalated cases, implementing solutions to prevent recurrence.
Physical Requirements:
  • Remaining in a seated position for extended periods of time
  • Standing is to remain on one's feet in an upright position without moving about
  • The ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by scheduled breaks and/or lunch periods
  • Lifting and transporting items that could weigh up to 25 pounds
  • Entering text or data into a computer using a traditional keyboard
  • Expressing or exchanging ideas verbally to impart oral information to clients and colleagues and convey detailed spoken instructions to other workers accurately and quickly
  • The ability to hear, understand, and distinguish speech and/or other sounds such as in person and over the phone
  • Clarity of vision to see computer screens and workspace