Senior Client Service Lead

6 days ago

Melbourne, Victoria, Australia beBeeTeam Full time $95,000 - $105,000
About the Position

We are seeking a skilled professional to lead a team of Account Managers, driving exceptional customer service and client retention.

  • Provide account support and guidance to an assigned team of Account Managers, Senior and Associates (Account Management Team) to drive achievement of customer retention and penetration goals.
  • The successful candidate will be responsible for all people-related activities including but not limited to recruitment, induction, onboarding, mentoring, development, engagement, and retention of the Account Management team.
  • Workforce Management includes identifying the right Account Manager in consultation with Relationship Managers, based on portfolio volume and squad structure.
  • Manage the team to drive exceptional customer service to our customers.
  • Drive a culture of learning and best practice knowledge sharing across all teams to accelerate capability development and to mitigate single-point sensitivity.
  • Collaborate with other team leaders to drive consistency of process across the region with the customer in mind, as well as adopting a collaborative and effective operating rhythm with Relationship Managers and Regional Leaders ensuring a one-team approach in striving for growth and superior customer service.
  • Actively drive a culture of metrics, early escalation & intervention where there is risk of customer dissatisfaction in our process and be accountable to resolve with a long-term view.
  • Drive the Asset Replacement Program (ARP) across the team to ensure high customer touch points, strong quoting activity, reduction in inertia contracts and strong replacement orders against target.
  • Support teams by consulting on, and providing expertise and solutions for, client ad hoc reporting requests, as well as timely delivery of all customer reporting.
  • Create a culture of meritocracy, accountability, and customer centricity, promoting our core values & Customer Experience (CX) attributes in adherence to our performance management processes.
  • Partner with the IT team to assist with the roll-out of new processes within the organization and engage assigned team to drive employee adoption.
  • Proactively support the Account and Relationship Managers in the implementation of new clients to the portfolio, including correct set up of all templates to aid accurate quoting.
  • Assist the Relationship team in closing growth and retention opportunities and ensuring that all efforts are made to keep the Relationship Managers in the field in front of clients.

Benefits:

  • Opportunity to work with a dynamic team and contribute to the success of the organization.
  • Professional development and growth opportunities.
  • A collaborative and inclusive work environment.

Requirements:

  • Proven track record of leadership and team management experience.
  • Strong communication and interpersonal skills.
  • Ability to work effectively in a fast-paced environment.

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