Team Lead, Client Success

hace 2 semanas

Ciudad de México CDMX SpotOn: Corporate A tiempo completo

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

- Named one of Fast Company's Most Innovative Companies of 2024
- Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

That's where you come in.

As a Team Lead, the Client Success team, you are responsible for coaching our Client Success department to ensure all Grade A/B clients are satisfied and that outstanding service is being provided at all times through supervision in coordination with the management team via SFDC dashboards and reports, training and coaching to provide the highest standards of support and ensuring that all company policies are followed.

Assist managers with coaching, client escalations, schedules & Time Off, and general review performance however disciplinary action is handled by Management. This encompasses all related Client Success departments such as Rates/Pricing and/or Retention/Account Closure. The objective is to ensure all merchant partners receive a phenomenal experience.

Mentoring and coaching CSMs for increased portfolio health, improved retention, less At Risk, and identifying opportunities for lead generation and referrals. Actively engaged in leadership-level escalations. There will be an emphasis on proactive engagement, a consultative approach to merchant education, and system customization.

**Responsibilities**:

- Lead client escalations to reduce wait time and offer all viable alternatives to clients to obtain BUY-IN.
- Balance day-to-day operations within the Client Success department while ensuring merchant concerns/escalations are given priority and addressed swiftly.
- Coaching on how to effectively manage high-level/complex merchant concerns using EQ
- Respond to Manager or CSMs issues and/or high-level escalations requiring intervention promptly with all documentation, communication, and reports uploaded to SFDC.
- Maintain accurate records and document all service activities and discussions regarding department processes, personnel, or client escalations.
- Collaborate across all departments to address/resolve client needs and delegate as appropriate with proper oversight to ensure these items are completed.
- Become proficient / have extensive knowledge of all processes and guidelines for Client Success guidelines, practices, and protocols including product software and hardware offerings.
- Coordinate, collaborate and facilitate with all SpotOn departments to ensure merchant requests/concerns are handled timely and appropriately.
- Review team KPIs consistently and work directly with department managers to identify potential disciplinary issues or prohibitive behavior who will work with HR on any formal actions required. Team Leads do not directly discipline team members but support output and meeting performance quotas.
- Superior Case Management ability to ensure all Client Success case queues are managed appropriately. Oversee open cases and direct team members to offer options and close tickets timely with appropriate follow-up and communication to stakeholders.

**Requirements**:

- Ability to translate your skills to other employees through training and mentoring
- Must have excellent verbal and written communication skills to appropriately manage both internal and external partner relationships
- Strong retention, marketing, leadership, and interpersonal skills
- Excellent verbal and written communication skills with a strong marketing, sales, retention, or VIP portfolio management background.
- Thorough understanding of client success processes and department protocols within SpotOn ecosystem and potentially within a specific specialty success group like Integrations, Pricing, or Retention/Cancellations.
- Ability to moderate both small and large groups.

**Desired experience**:

- 1-2 + years of experience working as a SR CSM or CSM II with leadership skills (people leadership) in a support, retention, or Customer Service role
- 1-2 years minimum experience working in the payment processing and/or software solutions industries
- At least 1 year background/experience in portfolio management or processing/software leadership role where you were instrumental in adhering to and supporting processes and department protocols
- 1-2 years of experience and proficiency with Google Suite, Learning Management Systems such as Lessonly, a

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