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Client Services Lead

2 months ago

Vancouver, British Columbia, Canada Targeted Talent Full time
Job Title: Client Services Lead Job Title: Client Services Lead

Join our team as a Client Services Lead and play a key role in ensuring exceptional customer experiences. As a leader in our Customer Success department, you will oversee and assist customer success employees in delivering top-notch service to our clients.

Key Responsibilities:
  • Develop and implement departmental infrastructure and standard operating procedures.
  • Create and maintain company guidelines for quality of service.
  • Manage the department and ensure team compliance with company guidelines.
  • Prepare knowledge-based documents, such as summaries and FAQs.
  • Recruit and train entry-level customer success employees.
  • Organize and oversee department schedules and work.
  • Conduct timely and constructive performance evaluations.
  • Handle employee discipline and termination in accordance with company policy.
  • Monitor and review customer interactions.
  • Ensure representatives are informed about company product and service changes.
  • Collect and analyze customer complaint and inquiry data.
  • Prepare monthly reports on team performance.
  • Assist with budget preparation for the Customer Success department.
Requirements:
  • Bachelor's degree in business, technology, or a related field.
  • At least five years of customer success experience.
  • At least two years of supervisory experience preferred.
  • Excellent communication and presentation skills.
  • Strong problem resolution skills and ability to work independently.
  • Knowledge of project management and delivery methods.
  • Organized and detail-oriented with ability to support multiple clients.
  • Ability to work collaboratively and independently.
  • Strong verbal and written communication skills.
  • Extensive knowledge of customer service procedures and principles.
  • Ability to resolve customer complaints and issues professionally.
  • Ability to coach and mentor customer success representatives.