We are looking for a Client Success Leader with a focus on driving adoption of our award-winning Business Texting & Appointment Scheduling service (SaaS)among existing accounts, nurturing relationships to increase client retention and usage of our services, and leading our offshore Client Success and Support teams. The successful candidate will be pivotal in fostering growth, monitoring KPIs, ensuring team members have good call center skills and ensuring that both clients and partners experience unmatched value from our solutions.
Responsibilities:
Strategically drive service adoption across our client and partner base, ensuring optimal utilization of our platform's capabilities.
Establish, cultivate, and strengthen relationships with key clients and partners including franchisors, small businesses, enterprise clients as well as resellers and affiliates.
Collaboratively define, monitor, and achieve growth KPIs, ensuring alignment with our company's strategic objectives.
Develop project management plans to ensure that large clients get the care and feeding necessary from the outset of a project
Implement feedback loops with clients and partners to enhance the user experience and benefit.
Oversee an effective onboarding process, ensuring quick and efficient ramp-up for new clients and partners including franchisee adoption within client brands.
Proactively identify accounts that could be at risk for cancelling services and work with team to turn the situation around
Develop KPIs for better monitoring and evaluating team process given the tools available or identifying new ones
Organize the team in such a sway that their each person’s skill set is deployed in the optimum manner for achieving overall objectives
Design and roll out continuous training materials and resources based on learnings that further encourage team to achieve greater software adoption and user proficiency.
Lead, mentor, and invest in the professional growth of the offshore Client Success & Support teams.
Manage day to day operation working with the team leads to address client concerns promptly and measure & improve Client Satisfaction
Actively monitor and address client health metrics, implementing strategies to enhance satisfaction and reduce churn.
Identify and capitalize on upsell or cross-sell opportunities, driving revenue growth and deepening client engagement.
Collaborate with the product development team, translating client feedback into actionable product enhancements.
Qualifications:
Bachelor's degree in Business, Marketing, or related field or equivalent work experience.
3+ years of experience in client success, account management, or partner relationship roles in B2B SaaS.
Demonstrated ability in driving SaaS adoption and achieving growth targets.
Proven ability to lead, develop and manage offshore teams effectively.
Strong experience in partnering with resellers and affiliates.
Exceptional communication and interpersonal skills.
Proficiency in CRM, CS and Support Tools, such as Salesforce, ActiveCampaign, FreshDesk, or similar platforms including NPS tracking tools etc.
Experience with franchise business model a plus but not required
What we offer:
Market-rate salary commensurate with experience & skills
Health benefits & Paid Time Off
401(k) matching
Hybrid work environment
Inclusive, respectful and positive team culture
About Company
Textellent is a fast-growing, high-tech company with a unique, patented Personalized Texting service (US Patent 9,756,487). We have won awards from Gartner, Sourceforge, SoftwareSuggest and others. Come join this exciting start-up and enter this evolving and exciting new field of communications.
Employment type
Full-time
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