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Elemica · 3 months ago

Team Lead, Client Success Representatives

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

Elemica is a leading provider of Digital Supply Chain Management solutions, seeking an experienced Team Lead, Client Success Representatives to enhance partnerships with top enterprise clients. The role involves mentoring a team, ensuring customer satisfaction, and driving client success through effective communication and service management.

Data IntegrationInformation TechnologySupply Chain Management

Responsibilities

Demonstrate leadership and management skills by mentoring and managing the team of Client Success Representatives to provide training, support, and guidance

Monitor team performance and provide regular feedback and coaching

Oversee and ensure the timely and effective resolution of customer inquiries and issues

Maintain a high level of customer satisfaction by ensuring excellent service standards and responding efficiently to customer needs

Handle escalated customer issues and work to resolve them promptly and effectively

Continuously evaluate and improve customer service processes, tools, and methodologies to enhance efficiency and effectiveness

Implement best practices for customer support, issue tracking, and performance metrics

Develop and maintain standard operating procedures

Act as a liaison between the customer service team and other departments such as IT, Sales, and Marketing to facilitate effective communication and problem-solving

Gather and analyze customer feedback to identify areas for improvement and drive customer-centric initiatives

Maintain relationships with customers, remind them about upcoming contract and/or subscription renewals and identifying areas of risk and opportunity

Independently manage the administrative aspects of renewing subscriptions, including entering correct customer demographic information, processing payments, and ensuring that the renewal is correctly recorded

Discover opportunities to upsell additional services or products that benefit the customer such as higher-tier subscriptions, add-ons, and other related products

Be responsible for sourcing new leads in existing accounts via outbound prospecting efforts through various channels – phone, email and social media

Follow up and convert marketing-generated inbound leads

Partner with marketing on a programmatic campaign-based approach to demand generation and with field sales to implement sales & pipeline-build strategies

Working knowledge of Salesforce.com or a similar CRM system

Qualification

Customer success leadershipSaaS industry experienceCRM systems proficiencyAnalytical skillsTeam management skillsEmpathyCompassionSales lead generationCommunicationProblem-solving skillsOrganizational skills

Required

Proven experience of 3-5 years in a customer success leadership role within the SaaS industry, preferably with a strong focus on contract renewals and supply chain solutions

Strong leadership and team management skills, with the ability to inspire and motivate a customer service team

Excellent communication, problem-solving, and interpersonal skills

Deep understanding of customer service principles and practices

Proficiency in using customer service software, CRM systems, and support tools

Experience managing multiple and diverse contracts within the same client base; exposure specific to mergers and acquisitions preferred, with the objective to encourage annual renewals and business continuity

Ability to handle high-pressure situations and manage multiple priorities

Strong analytical skills and the ability to use data to drive decision-making

Proven accountability and excellent interpersonal skills; the confidence to be an honest advocate who is willing to speak up when needed

Excellent problem-solving skills with ability to get to the root cause of internal and external problems; ability to recommend resolutions

Must respond to client requests with empathy, compassion, strategic advisement, and rapidity

Desire to work with a collaborative global team with offices in the USA, Germany, UK, Netherlands, and India

Proven sales lead generation experience in technology, ideally Supply Chain related SaaS

Organizational skills for managing multiple customer accounts, renewal dates, and maintaining accurate records

Prior experience specifically in a renewals or retention role is highly desirable

Self-starter with solid organizational and planning skills and a high level of energy, drive, and enthusiasm for Elemica and our products

BA/BS or equivalent degree