Job details
Job type full-time
Full job description
About the role:
As a leader of technical account management within the client success organization, the manager is critical to driving client outcomes through people leadershipThis person will lead a team of technical account managers (tams), who are responsible for consulting on platform best practices, demonstrating new features that will improve the client’s roi, ensuring a positive csat score and attaining a deep knowledge of the client’s business practices.
The client success team and its leaders play a critical role in supporting the growth goals of rainfocusOur team needs an energetic leader who is capable of driving structure, scalability, and quality into our client processes day in and day out.
To best support the technical account management team your focus will be on continued development, strategic execution and consistent evaluation of the team.
Essential responsibilities:
People
Create a culture of accountability toward client outcomes
Recruit and maintain top-notch team members
Rapidly onboard new team members
Ensure team is well-trained at all times
Oversee a team of technical account managers
Clients
Ensure team consults clients on best practices effectively
Guarantee team communicates clearly and proactively with clients
Engage team in pre-sales consulting as necessary
Handle client escalations as necessary
Operations
Understand the flow of incoming client project needs
Collaborate with leadership to make client staffing decisions
Monitor and report on team effectiveness, efficiency, and quality metrics
Delivery
Consistently provide opportunities for continuous improvement
Hold the team accountable to adoption and execution of process strategies
Monitor effectiveness of consultative delivery
Coach team on enterprise client engagement
Work with services leadership to define standard services packages
Work with sales, product, engineering and other internal teams as necessary to pinpoint and mitigate project risks and ensure 100% customer satisfaction with services engagements
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Required skills and experience: *
3+ years experience in a professional services management role
5+ years experience in a saas or professional services consulting role
Experience leading enterprise-caliber service delivery teams
Experience rapidly growing a services team
Experience developing repeatable services processes and offerings
Superior written and verbal communication skills
Ability to create presentations and develop business cases
Proactively improve and promote quality in processes
Ability to solve complex problems
Experience in the enterprise events space is a plus
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Success measures*
Csat
Team adoption and execution of consulting best practices/processes
Services talent retention rate
Resource capacity & resource allocation
Job type: full-time
Work location: multiple locations
