Customer Success Team Lead
hace 1 día
Role Overview:
The Customer Success Team Lead will play a critical role in ensuring the success of our clients by providing exceptional support and driving retention and referral programs. This position involves onboarding new customers, acting as their primary point of contact, and sending scheduled updates to all clients on the progress of their campaigns.
Main Responsibilities:
- Client Onboarding: Take over client onboarding once the sales team has closed the sale, meeting with the new client on a video call and walking through the onboarding presentation.
- Client Support: Answer all client questions and address any concerns in an efficient, retention-based manner.
- Client Retention: Create and maintain a calendar of special events for each client, facilitating ways to recognize these dates, such as sending cards, brownies, emails or a simple phone call.
- Monthly Reporting: Send timely and consistent reports to clients highlighting positive aspects of the campaigns we're running.
- Develop and Maintain Client Retention Strategy: Work with business owners to refine and improve existing Client Retention Strategy.
- Monitor Results: Perform weekly check-ins with teams for each client to ensure work is meeting pre-established objectives and getting the results promised to the client.
Requirements:
- Maintain an in-depth understanding of services provided by outsource partners and how to measure success.
- Understand sales process and keep deliverables in alignment with client expectations.
- Data analysis and providing insights for improvement.
- Strict attention to detail and cross-checking data.
- Excellent communication skills and ability to relay ideas clearly.
- Friendly and able to clearly communicate with clients by phone and email.
- Ability to manage multiple projects consecutively.
Salary Range:$60,000 - $80,000 per year based on experience. The salary may vary depending on qualifications and performance.
About Guaranteed Estimates:We are a company dedicated to connecting qualified homeowners with quality roofing partners. Our mission is to change the roofing industry with human-verified appointments, ensuring a smooth and hassle-free experience for both homeowners and roofers.
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