Job Description
Job Summary:
We are seeking a dedicated Client Services Lead to oversee and support our customer success team. This role involves managing customer inquiries, resolving issues, and ensuring high-quality service. The ideal candidate will be passionate about customer satisfaction and have a proven track record in customer success and team management.
Duties/Responsibilities:
- **Infrastructure and Procedures:** Help develop the infrastructure and standard operating procedures for the department.
- **Quality Guidelines:** Assist in creating and maintaining guidelines to ensure top-notch service quality.
- **Team Management:** Oversee the department, ensuring compliance with service quality guidelines.
- **Knowledge Management:** Prepare knowledge-based documents, including FAQs and summaries.
- **Hiring and Training:** Recruit entry-level customer success employees and train them in company policies, procedures, and best practices.
- **Scheduling:** Organize and oversee the department's schedules and workflow.
- **Performance Evaluations:** Conduct timely and constructive performance evaluations.
- **Discipline and Termination:** Handle employee discipline and termination as needed, following established policies.
- **Call Monitoring:** Review calls and correspondence between representatives and customers.
- **Product Updates:** Ensure representatives are informed about changes to products and services.
- **Data Collection:** Collect data and prepare reports on customer complaints and inquiries.
- **Monthly Reports:** Summarize the performance of the customer success team in monthly reports.
- **Budget Assistance:** Assist with budget preparation for the Customer Success department.
- **Additional Duties:** Perform other related duties as assigned.
Required Skills/Abilities:
- **Education:** Bachelor's degree in business, technology, or a related field.
- **Experience:**
- At least five years of customer success experience.
- At least two years of supervisory experience.
- At least two years of experience in customer service or success in the manufacturing industry.
- **Communication:** Excellent communication and presentation skills.
- **People Skills:** Personable and enjoys working in a customer-facing role.
- **Project Management:** Knowledge of project management methods and tools.
- **Organization:** Detail-oriented, able to support multiple clients, and comfortable with ambiguity.
- **Teamwork:** Ability to work collaboratively and independently with minimal supervision.
- **Problem-Solving:** Strong problem resolution skills and ability to engage with internal teams to resolve client issues.
- **Software Proficiency:** Comfortable using MS Office (Excel), multiple internet browsers, and ticketing/tracking systems.
- **Industry Experience:** Preferred experience in the Food & Beverage or Consumer Packaged Goods domain.
- **CRM Experience:** Desired experience with Salesforce or other CRM systems.
- **Travel:** Ability to travel up to 30% of the time.
- **Remote Work:** Comfortable working remotely with video-conferencing tools.
- **Management Skills:** Excellent management and supervisory skills.
- **Customer Service Knowledge:** Extensive knowledge of customer service procedures and principles.
- **Attention to Detail:** Organized with a keen eye for detail.
- **Customer Interaction:** Ability to resolve customer complaints while maintaining a professional demeanor.
- **Mentorship:** Ability to coach and mentor customer success representatives.
We look forward to welcoming a dynamic and dedicated Client Services Lead to our team!
Employment Type: Full-Time
Salary: $ 80,000.00 120,000.00 Per Year
Job Tags
Full time, Remote job,