Client Services Team Lead

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Mountain View, CA

Why You’re Dying to Work Here

Return Path is a growing, thriving, Inc 500 company full of smart, motivated people.  Our 150+ employees are a tightly-knit, super-focused and incredibly dedicated team.  We work hard, and we’re passionate about making email work better for both businesses and consumers.  One of our primary goals is to provide a challenging, exciting, fair, rewarding, and growth-oriented environment for all employees.  We are recognized as industry leaders and innovators.  How do we do this?  Well, we have the internal architecture to optimize our talent and turbo-evolve its development.  This role will support our competitive position in the following ways:

The Impact You’ll Have at RP

The Client Services Team Lead works closely with the VP, Client Services to support the overall Client Services objectives and programs.  In this leadership role, the Client Services Lead supports all Customer Service programs by mentoring and providing leadership to the team.  The position is responsible for driving results through hands-on coaching and training of team and through close coordination with peer management and support teams. 

  • Communicating with the VP, Client Services on team updates, client data, up-sell opportunities and any client issues.
  • Conducts account reviews and maintains their own client base while overseeing the team.
  • Develop and maintain strategic relationships with assigned clients.
  • Regularly conduct 1:1 meetings with Client Services team to discuss
    • Offer counsel and guidance for any customer issues
    • Help speed to resolution, provide guidance on problem solving
    • Escalate as necessary.
  • Ensure Client Service team’s accurate and timely collection of data and reporting.
  • Summarize and report customer activity to VP Client Services for your team.
  • Work with other Team Leads to manage new and transitioning account assignments.
  • Serves as the first go-to person for questions and problem solving including:
    • Renegotiations of contracts
    • Confirmation of what is in/out of scope of Manager contracts
    • “How do I handle this difficult client situation?”
    • “Crisis” client mediation
  • Provide training and support with up-sell and cross sell opportunities.
  • Gathering of “best practice” account management practices (and solutions to delivery problems) and summarizing, representing best practices to other client service teams.
  • Conduct Executive Overview for client onboarding presentation

Job Specific Competencies:

  • COMMUNICATION – Communicates well both verbally and in writing; utilizes appropriate medium for communication based on the situation, delivers effective presentations, shares information and ideas with others, has good listening skills. Has ability to explain abstract / complex concepts to middle & upper management, both verbally and in writing, and influence behavior.
  • MANAGEMENT OF ACCOUNT MANAGEMENT - Oversees the account management strategy and tactical plan for team, which includes giving guidance on managing accounts and overseeing client and revenue retention and satisfaction levels.  Ensures timely and accurate reporting on critical facets of the business (revenue, retention, incremental opportunities).  Actively provide product and market feedback to the appropriate internal groups.  Maintain an extensive network of industry contacts.
  • CUSTOMER FOCUS - Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, takes a proactive approach to customer service; assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.
  • PEOPLE COACHING - Ongoing feedback & coaching of teammates, mentoring new-hires to success, fosters curiosity and questioning approach to troubleshooting and client engagement, assess skill levels, competencies and training needs for team, fosters communication and collaboration among the team, pace setting/role modeling, provides training and development opportunity to set team members up for success.
  • Bachelors Degree or equivalent combination of work and education
  • Travel Required- None

Additional details & application here.  (Tell 'em J.D. Falk sent you.)

 


Posted by Return Path over 2 years ago

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