Client Success Team Leader

2 weeks ago

Ann Arbor, Michigan, United States Sage Solutions Group Full time
CLIENT SUCCESS TEAM LEADER - IN-PERSON

Position Overview

Sage Solutions Group is seeking a Client Success Team Leader.

The Client Success Team Leader is tasked with supervising a group of Client Success Professionals, ensuring outstanding client satisfaction, and spearheading client success initiatives.

The ideal candidate will excel by managing the daily functions of our Client Success and Service division, with an emphasis on enhancing the quality and productivity of our operations.

The Client Success Team Leader will collaborate closely with team members to evaluate performance and support the creation of tailored plans to achieve individual objectives.

Key Responsibilities

  • Direct and oversee a team of Client Success personnel, offering guidance, coaching, and support to ensure the team's success in meeting client satisfaction and retention objectives.
  • Establish clear performance expectations and targets for the team, monitoring individual and collective performance, and providing ongoing feedback and performance assessments.
  • Cultivate a client-focused culture within the team, stressing the significance of understanding client needs, delivering proactive assistance, and fostering strong relationships.
  • Serve as an escalation point for client concerns, providing direction and support to effectively resolve challenges and ensure prompt resolution.
  • Examine client data and metrics to identify trends, opportunities, and areas for enhancement, and provide actionable insights to the team.
  • Design and implement training programs and resources to elevate the skills and knowledge of the client success team, keeping them informed on industry trends and best practices.
  • Build and nurture strong relationships with key client accounts, acting as a strategic advisor and advocate for their success.
  • Stay informed about industry trends, client success methodologies, and emerging technologies, sharing knowledge and best practices with the team.
  • Oversee the application and workflow of client success team members.
  • Ensure that the client success environment is conducive to productivity.
  • Maintain high team morale.
  • Manage the budget for client success operations.
  • Conduct regular performance evaluations and provide constructive feedback to team members.
  • Identify training and development needs and create improvement plans as necessary.
  • Assist team members in managing client accounts, addressing inquiries, and resolving issues promptly and effectively.
  • Contribute to the design and delivery of comprehensive training programs for new Client Success associates.
  • Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles.
  • Develop training materials, manuals, and resources to support ongoing learning and development.
  • Conduct training sessions on product knowledge, client success skills, and company processes.
  • Provide continuous coaching and feedback to associates to help them achieve performance goals.
  • Develop and implement strategies and processes to drive client success and maximize client value, collaborating with cross-functional teams to align efforts.

Relationship Development:

Establish and maintain strong relationships with clients, demonstrating empathy, active listening, and a genuine interest in their needs to foster long-term loyalty.


Product Expertise:

Develop a comprehensive understanding of our products and services, staying current with their features, benefits, and applications to effectively address client inquiries and provide accurate information.


  • Process payments, resolve transaction issues, and monitor for potentially fraudulent activities.

Client Success Metrics:
Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs)

For example:
client satisfaction ratings, response time, resolution time, and first contact resolution rate.

  • Provide information on loyalty programs and assist in setting up client accounts.

Documentation and Reporting:
Maintain accurate and detailed records of client interactions, documenting inquiries, issues, and resolutions in our CRM system.

  • Assist with collections for various programs.
  • Cross-sell relevant products and services.
  • Adhere to pricing and margin control to ensure profitability.
  • Understand the shipping process to provide clients with accurate shipping times and expectations.
  • Deliver exceptional client service, assist clients, support inventory management, handle administrative duties, and maintain a clean and organized environment.
  • Utilize CRM to track client data, opportunities, log calls, and relevant notes.
  • Collaborate with Sales, Product, and Support teams to ensure a seamless client experience, advocate for client needs, and drive client retention and expansion.
  • Track, analyze, and communicate key quantitative metrics and business trends to team members and internal teams.
  • Focus on building loyalty to ensure long-term client retention by presenting product information, addressing client issues, and assisting the sales team when assigned to a special account.
  • Regular and routine onsite attendance.
Qualifications

  • High school diploma required.
  • Bachelor's degree preferred.
  • Minimum of 3 years successfully managing and leading a team.
  • Minimum of 5 years in a customer service, inside sales, or related field.
  • Proven experience in a client-facing role, such as client success, account management, or sales, with at least 2-3 years of experience in a managerial or leadership position.
  • Some experience with musical instruments preferred.
  • Strong leadership and people management skills, with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
  • Deep understanding of client success best practices, methodologies, and KPIs.
  • Familiarity with CRM systems and client success tools.
  • Results-oriented mindset, with a focus on achieving and exceeding team targets.
  • Ability to generate and analyze reports on all client activity, including sales performance.
  • Ability to work effectively in a fast-paced, dynamic environment, with strong organizational and time management skills.
Benefits

  • 401(k) Matching
  • Medical, Dental, and Vision Insurance
  • Life Insurance
  • Short & Long Term Disability
  • Generous Paid Time Off
  • Employee Discount Program

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