Team Lead, Customer Success in 19800 MacArthur Blvd, Irvine, CA 92612 at Broadbean Technology

Date Posted: 1/10/2020

Job Snapshot

Job Description

US - CareerBuilder

 

 

Job Summary:

The Team Lead for Customer Success is responsible for the day-to-day operational oversight of the Customer Success Team serving as the initial escalation point for Customer Success Managers. You will be responsible for training, mentoring, and developing a small team while managing an assigned book of business. 

Major Responsibilities/Activities:

  • Partner with leadership to assist in daily actions such as one on ones, team meetings, strategy sessions, escalations and renewal conversations.
  • Leadership responsibility for 2-4 team members including coaching, performance reviews and daily operations oversight
  • Act as the liaison between individual contributors and leadership
  • Approximately 80% of time will be spent managing a book of business
  • Shadow team member client calls to provide feedback, guidance and suggestions to improve performance
  • Be an expert on all Broadbean Technology software products
  • Proactive conversations with Clients to maximize product renewals and up-sells
  • Responsible for client retention at the count and dollar renewal level.
  • Perform at the highest levels of achievement amongst peers, which includes exceeding count and dollar renewal rate expectations
  • Be a student of your clients’ businesses and perform account discovery research to understand their reasons for purchasing, what they are trying to achieve, what stakeholders are key to having a two-way partnership, and how change management and executive sponsorship drive adoption within their organization.
  • Become a consultant on recruiting workflow processes from start to finish to drive operational efficiencies within our clients’ organizations.
  • Intelligently and masterfully set expectations for desired outcomes with clients to measure the success of their Broadbean Technology products contracts.
  • Effectively use mastery in data analysis skills to measure back to these quantifiable success metrics periodically in Executive Business Reviews.
  • Effectively have conversations with C-Levels buyers and System Administrators on the economic landscape and hiring marketplace of your clients based on geography, industry, and Onets/job titles.
  • Orchestrate and roll out strategies to drive maximum user adoption via trainings segmented by persona type, training plans, optimization sessions with end users, integration set ups, etc.
  • Be a leader that’s willing to do what it takes to ensure that your customers get the maximum value out of their Broadbean Technology products and that you use every opportunity to get better every day
  • Periodically lead new hire training sessions or help facilitate sessions in Success-wide meetings and/or group trainings

Job Requirements:

 

 Major Responsibilities/Activities:

  • Partner with leadership to assist in daily actions such as one on ones, team meetings, strategy sessions, escalations and renewal conversations.
  • Leadership responsibility for 2-4 team members including coaching, performance reviews and daily operations oversight
  • Act as the liaison between individual contributors and leadership
  • Approximately 80% of time will be spent managing a book of business
  • Shadow team member client calls to provide feedback, guidance and suggestions to improve performance
  • Be an expert on all Broadbean Technology software products
  • Proactive conversations with Clients to maximize product renewals and up-sells
  • Responsible for client retention at the count and dollar renewal level.
  • Perform at the highest levels of achievement amongst peers, which includes exceeding count and dollar renewal rate expectations
  • Be a student of your clients’ businesses and perform account discovery research to understand their reasons for purchasing, what they are trying to achieve, what stakeholders are key to having a two-way partnership, and how change management and executive sponsorship drive adoption within their organization.
  • Become a consultant on recruiting workflow processes from start to finish to drive operational efficiencies within our clients’ organizations.
  • Intelligently and masterfully set expectations for desired outcomes with clients to measure the success of their Broadbean Technology products contracts.
  • Effectively use mastery in data analysis skills to measure back to these quantifiable success metrics periodically in Executive Business Reviews.
  • Effectively have conversations with C-Levels buyers and System Administrators on the economic landscape and hiring marketplace of your clients based on geography, industry, and Onets/job titles.
  • Orchestrate and roll out strategies to drive maximum user adoption via trainings segmented by persona type, training plans, optimization sessions with end users, integration set ups, etc.
  • Be a leader that’s willing to do what it takes to ensure that your customers get the maximum value out of their Broadbean Technology products and that you use every opportunity to get better every day
  • Periodically lead new hire training sessions or help facilitate sessions in Success-wide meetings and/or group trainings

 


 

 

Benefits-We’re All About You! 

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance. 

Here are just some benefits we offer:

  • Training that positions you to hit the ground running with ongoing learning and development courses; we never stop investing in our people.
  • Comprehensive Medical, Dental & Vision Programs
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA
  • Global Wellness initiatives to promote financial, mental and physical health and well-being
  • 401(k) Program with a two year vesting schedule, discretionary match, and an opportunity to make Pretax and Roth contributions

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

 

TSR ID: 001726

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