Client Success Team Leader

3 months ago

Cape Town, South Africa CV Library Full time

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.

We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career

**The Role**

We are currently looking for a client-centric and enthusiastic Client Support Team leader to join our team.

Leading Client Service Executives who are responsible for our client base of Staffing Agencies & SME businesses, the Client Support Team Leader will lead and develop a high-performing team, driving service quality, account growth and account retention.

**What your day will look like**:

- You will be responsible for a portfolio of client accounts.
- Utilise data-driven insights to support their customers in optimising the postings, products and proactively recommend solutions to enhance their experience and outcomes.
- Supporting our sales teams in enabling them to grow and retain accounts.
- Hold regular performance reviews with key accounts and visit clients onsite periodically for training, to promote new product updates and features, and to strengthen client relationships.
- Manage client queries, concerns confidently and effectively dealing with any issues, and taking ownership of issues through to resolution.
- Leading a team of client service executives, ensuring they provide the best client care to our customers.
- Training and developing them in processes and procedure to ensure they can resolve customer queries and concerns.
- Monitor key performance indicators (KPIs) for the team and assess team and individual performance regularly and drive excellence across the teams to achieve and excel against KPI’s.
- Conduct regular 1-2-1’s, reviews, and implement personal development plans for staff to reach their full potential
- Create and deliver training programs for team members to handle client inquiries effectively and accurately, addressing skill gaps as needed

**Requirements**:

- Relevant experience as a team leader within a B2B Client Success or account management environment. You will need to demonstrate your ability to provide excellent customer care.
- Will be comfortable with data and using data and able to present insights back to customers clearly.
- Strong experience leading a team, developing teams, holding 1-2-1 and identifying training and development gaps.
- Experience within the recruitment industry or a background in a SaaS business would be beneficial
- Commercially minded with demonstrable experience of account growth or retention.
- Customer centric with commercial mindset to identify opportunities to add value and provide outstanding customer service to our clients.
- Excellent communication skills (verbal and written)
- Motivated and target driven with a desire to help others meet targets and develop their skills
- Previous experience in working within a fast paced and ever-changing customer service environment. Exceptional communication skills are essential as well as proactive, solution orientated

**Benefits

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