About the Role
You'll lead and develop a high-performing team responsible for delivering an exceptional first-call experience to new clients and driving trial conversion. You'll coach Client Relationship Managers and Analysts to meet speed and input goals while consistently delivering high-quality client interactions. You'll compile team reports, conduct 1:1s, and run regular quality assurance reviews. You'll work closely with Senior Managers and the Director of Operations to provide feedback and execute department-wide initiatives. You'll set clear expectations around speed, input goals, and quality so the team operates with urgency. You'll equip your team to provide best-in-class communication and effectively demonstrate the value of call services to clients. You'll partner closely with Account Executives and GTM stakeholders to ensure the team is coordinated and prepared for client interactions and conversion opportunities.
Requirements
- 3+ years of experience in client service responsibilities
- 3+ years of experience in people management
- Strong people leadership and organizational skills
- Persistence and results orientation
- Detail-oriented with high standards for quality, compliance, and accuracy
- Collaborative and team-first mindset
- Clear, impactful communicator and coachable leader
- Open-minded and curious listener able to navigate ambiguity
- Self-starter attitude able to drive projects to completion with minimal guidance
- Ability to handle multiple tasks and assume responsibility for quality results with minimal supervision
Responsibilities
- Lead and develop a high-performing team of Client Relationship Managers and Analysts
- Coach the team to consistently deliver exceptional client experiences
- Drive trial engagement and conversion outcomes
- Compile team reports
- Conduct 1:1's
- Conduct regular quality assurance reviews
- Work closely with Senior Managers and Director of Operations to provide feedback and execute department-wide initiatives
- Set clear expectations around speed, input goals, and quality
- Equip the team to provide best-in-class communication and guide clients through their first call
- Partner with Account Executives and GTM stakeholders to align team efforts and support conversion opportunities
Benefits
- Performance-based bonus
- Equity
- Generous benefits program