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Client Success Leader

2 months ago

Acworth, Georgia, United States Jaipur Living Full time

"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 enhancing the lives of individuals through exceptional products and innovative design. Renowned for its exquisite rugs and textiles, Jaipur Living is committed to delivering the highest quality items while maintaining a transparent and ethical supply chain, ensuring a uniquely thoughtful customer journey with tailored support and custom solutions.

In our newly established studio, we provide a collaborative environment for design professionals to engage with our products, showcasing not only our stunning offerings but also our commitment to community welfare through The Jaipur Rugs Foundation.

What we offer our team members:

Comprehensive Benefits: Enjoy company-paid holidays, paid time off, parental leave, employee assistance programs, and a no-cost medical plan, along with vision, dental, and life insurance. We also provide a retirement plan with company matching.

Career Development: We prioritize the growth of our team members, offering a clear succession plan and various training and development opportunities to support their professional aspirations.

Pet-Friendly Environment: Our workplace welcomes pets, allowing team members to bring their dogs to work, fostering a friendly atmosphere.

Wellness Initiatives: We promote an active lifestyle with facilities like an on-site basketball court and yoga studio, and we host quarterly mental health events to support a balanced work-life experience.

Sustainability Commitment: Join our Green Team to engage in community initiatives, including maintaining an organic garden, donating to local shelters, and leading educational workshops, all aimed at promoting sustainable practices.

Our Core Values

Empowerment
• Inclusiveness
• Responsibility
• Progressiveness

Position Overview

As a Client Success Leader, you will be instrumental in ensuring customer satisfaction and success. You will guide and mentor a team of Customer Success Representatives (CSRs) while overseeing the support provided to our sales representatives. Your role will encompass managing key performance indicators (KPIs), resolving escalated issues, providing training, and fostering a positive team culture. Additionally, you will collaborate across departments to enhance the overall customer experience and play a vital role in the implementation of our new ERP system.

Key Responsibilities:

Team Management:

  • Lead, train, and develop the Field Sales CS team, which includes 1 Senior CSR and 6 CSRs.
  • Oversee sales support for over 30 inside, field, and independent Sales Representatives.
  • Conduct bi-weekly monitoring sessions to provide coaching and additional training as necessary.
  • Celebrate team achievements through various initiatives such as team lunches and contests.

Performance Monitoring and Enhancement:

  • Ensure KPIs are met, focusing on CRM response times, service levels, and customer satisfaction scores.
  • Address negative customer experiences proactively by engaging with those who provide low scores on satisfaction surveys.
  • Implement daily coverage plans to maintain adequate phone and CRM queue management during absences.
  • Provide monthly KPI reports and identify areas for improvement.

Customer Issue Resolution:

  • Manage escalated cases and calls, serving as a key contact for resolution.
  • Collaborate with cross-functional teams to resolve customer issues and enhance their experience.

Strategic Initiatives and SOP Management:

  • Partner with the CS Leadership team on executing departmental strategic initiatives.
  • Develop and manage standard operating procedures (SOPs), particularly related to the new ERP system launch.
  • Ensure adherence to established SOPs and assist in training team members on new processes.

Team Leadership and Operations Oversight:

  • Train and manage a small group of employees, providing ongoing support and coaching.
  • Supervise daily department operations, ensuring service level expectations are met.
  • Act as an escalation point for order management guideline issues.

Training and Process Improvement:

  • Develop and implement training materials and new SOPs as required.
  • Assist in testing new functionalities to enhance customer support processes.

Skills & Minimum Qualifications:

To succeed in this role, candidates must demonstrate the ability to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required:

  • Bachelor's degree in Business Administration, Management, Marketing, or a related field is preferred, though relevant experience will also be considered.
  • Proven leadership skills, inspiring teams to achieve shared goals.
  • Strong interpersonal skills for effective communication with customers and team members.
  • Deep understanding of customer needs, committed to delivering exceptional service.
  • Proficiency in analyzing KPIs and utilizing data to drive operational excellence.
  • Ability to adapt in fast-paced environments and manage multiple tasks effectively.
  • Familiarity with CRM systems and other relevant software tools.
  • Collaborative mindset, experienced in cross-functional teamwork.
  • Strong problem-solving skills to address customer issues effectively.

Physical Requirements:

  • Ability to remain seated for extended periods.
  • Ability to alternate between sitting and standing as needed.
  • Lifting and transporting items weighing up to 25 pounds.
  • Entering data into a computer using a traditional keyboard.
  • Effective verbal communication skills.
  • Ability to hear and understand speech clearly.
  • Clarity of vision for computer screen work.

Employment at Jaipur is contingent on the completion of a criminal background check and a drug screen, with the results being negative. Management retains the discretion to modify the duties of this position at any time.