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Lead Account Manager

2 months ago

San Francisco, California, United States OnHires Full time

About OnHires:

OnHires is a leading provider of liquidity and technology solutions tailored for the cryptocurrency and foreign exchange (FX) sectors. Our focus is on delivering B2B services and products to a diverse clientele, including licensed brokers, crypto exchanges, forex brokers, hedge funds, and professional asset managers. Our robust suite of ready-to-deploy technical solutions allows brokers to optimize their resources, enabling them to concentrate on expanding their client base and enhancing revenue streams.

We are currently in search of a proactive and results-driven Customer Success Team Leader to drive our customer engagement and retention initiatives. The successful candidate will possess extensive experience in building and managing high-achieving account management teams. This pivotal role is essential for maximizing customer lifetime value through increased product utilization, elevated trading activity, and overall customer satisfaction.

Key Responsibilities

Team Leadership and Development:


• Cultivate, mentor, and lead a high-performing team of Account Managers.

• Establish clear performance benchmarks, provide ongoing coaching, and conduct performance evaluations.

• Identify training requirements and design programs to enhance team skills.

• Promote a collaborative and supportive team culture focused on client success.

Customer Growth and Retention:


• Formulate and implement strategies to boost customer trading activity, product adoption, and overall customer value.

• Lead by example in engaging with key clients to uncover upselling and cross-selling opportunities.

• Collaborate with sales and product teams to ensure a seamless customer experience.

• Monitor customer health metrics and proactively address client needs and concerns.

Customer Satisfaction and Issue Resolution:


• Oversee customer satisfaction metrics and implement initiatives to enhance the customer experience.

• Develop and execute effective escalation protocols to resolve client issues swiftly and professionally.

• Build strong relationships with clients to establish trust and credibility.

Team Performance and Efficiency:


• Monitor key performance indicators (KPIs) for the team, including customer retention, expansion, and satisfaction metrics.

• Streamline team processes and resource allocation to maximize efficiency and productivity.

• Utilize CRM and other tools to effectively manage customer data and track team performance.

Qualifications


• Demonstrated experience in managing and leading a customer success team within a B2B context.

• Strong understanding of the financial services sector and trading platforms.

• Exceptional communication, interpersonal, and presentation abilities.

• Capacity to forge strong relationships with clients and internal stakeholders.

• Strong analytical and problem-solving capabilities.

• Proficiency in CRM and customer success management tools.

• Bachelor's degree or equivalent professional experience.

Preferred Skills


• Experience in the B2B SaaS sector.

• Familiarity with customer success methodologies and best practices.

• Proficiency in data analysis and reporting.

What We Offer


• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• A dynamic and collaborative work environment.

If you are a dedicated customer advocate with a proven history of success, we encourage you to consider this opportunity.