Client Success Team Leader

3 weeks ago

Brisbane, Queensland, Australia Roses Only Pty Ltd Full time

Roses Only is the leading online retailer of delivered flowers and gifts in Australia. We're part of a dynamic group known for innovation and customer satisfaction.

About the Role:

As a Client Success Team Leader, you will oversee a team of Client Success Coordinators, driving customer satisfaction, retention, and growth. You will develop strategies, set performance goals, and mentor team members to ensure success. This role is essential for maximizing client value and contributing to the overall success of the Roses Only Funeral Floral business.

Key Responsibilities:

  1. Team Leadership - Hiring, onboarding, and mentoring the Client Success Coordinators
  2. Performance Management - Setting goals, conducting evaluations, and providing feedback
  3. Strategic Planning - Implementing customer success strategies and lifecycle programs
  4. Customer Advocacy - Representing the voice of the customer and collaborating with other teams
  5. Relationship Building - Developing strong relationships with customers and identifying growth opportunities
  6. Escalation Management - Leading or supporting the resolution of customer escalations
  7. Performance Monitoring - Tracking customer health and satisfaction metrics
  8. Collaboration - Working with data, marketing, and operations to enhance the client experience
  9. Reporting - Maintaining accurate records of activities, forecasts, and team performance

Requirements:

  • Leadership & Management: Proven ability to lead, motivate, and develop a team
  • Customer Focus: Deep understanding of customer needs and a passion for delivering exceptional experiences
  • Communication and Interpersonal Skills: Excellent communication, collaboration, and relationship-building skills
  • Strategic Thinking: Ability to develop and implement client success strategies
  • Technical Proficiency: Understanding of relevant technologies and tools
  • Problem-solving: Ability to identify and resolve client issues and escalations

Note: The job posting does not indicate that it is expired, so we assume it is active.

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