Client Success Team Lead
hace 12 horas
At SpotOn: Corporate, we're dedicated to helping restaurants and small businesses thrive with our innovative payment and software technology. As a Client Success Team Lead, you'll play a crucial role in ensuring our clients receive exceptional service and support.
Responsibilities:- Lead client escalations to resolve issues promptly and efficiently.
- Balance day-to-day operations within the Client Success department while prioritizing merchant concerns and escalations.
- Coach CSMs on effective management of high-level/complex merchant concerns using emotional intelligence.
- Respond to Manager or CSM issues and high-level escalations requiring intervention with proper documentation and communication.
- Maintain accurate records and document all service activities and discussions regarding department processes, personnel, or client escalations.
- Collaborate across departments to address/resolve client needs and delegate tasks as appropriate.
- Become proficient in all Client Success guidelines, practices, and protocols, including product software and hardware offerings.
- Coordinate with SpotOn departments to ensure merchant requests/concerns are handled timely and appropriately.
- Review team KPIs consistently and work with department managers to identify potential disciplinary issues or prohibitive behavior.
- Ability to translate skills to other employees through training and mentoring.
- Excellent verbal and written communication skills to manage 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 the SpotOn ecosystem.
- 1-2+ years of experience working as a Senior CSM or CSM II with leadership skills 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.
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