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360 Privacy · 10 hours ago

Client Experience Team Lead (Internal)

United States

Full-time

Remote

Senior Level

360 Privacy is seeking a Client Experience Team Lead to oversee a group of high-performing Senior Account Managers. This role involves managing a B2B book of business while providing coaching and operational insights to ensure effective execution and client satisfaction.

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Responsibilities

Oversee daily work, priorities, and execution for an assigned group of AMs to ensure clarity and consistency

Hold weekly 1:1s focused on pipeline, priorities, risks, and development needs

Provide direct, timely feedback and flag performance or behavioral concerns early to the Senior Director of Client Experience

Identify training gaps, process friction, and opportunities to increase operational consistency

Act as the first escalation point for your AM group, resolving issues where appropriate and escalating when needed

Monitor client health and sentiment across your group’s portfolio and surface risk trends quickly

Partner with other Team Leads to align on themes in client feedback and AM needs, escalating shared insights to leadership

Contribute to updates of SOPs, documentation, and workflows based on day-to-day frontline visibility

Maintain strong performance against all Senior AM expectations for your own B2B accounts

Model excellence in organization, communication, planning, and follow through. Balance personal workload with leadership responsibilities using sound operational judgment