Team Leader, Client Success

The Team Leader, Client Success, oversees the Client Success Management Team (CSM) ensuring effective tracking, reporting, Salesforce updates and management of client relationships. This role is responsible for service performance, client engagement, satisfaction and retention. The Team Leader serves as the first point of contact for the CSMs on troubleshooting client concerns, collaborating with the Operations Team to resolve service issues and through participation in client meetings and escalations to Management as needed.

Key Responsibilities: 

Customer Tracking and Retention

• Ensure the CSM team meets monthly, quarterly and annual goals
• Oversee customer contact, progress tracking, and completion of tasks
• Monitor past due accounts receivable and accounting recap/forecast reports, identifying trends and variances
• Track visits to top clients and promote customer retention through exceptional service
• Provide timely assistance to customer inquiries and escalate issues when necessary
• Maintain regular personal contact with assigned customers
• Administrative
• Provides guidance and support to the CSMs to ensure client inquiries are handled promptly and professionally
• Hosts bi-weekly team huddles
• Conducts bi-monthly one-on-one meetings with CSMs
• Ensures understanding of LERETA's most current services and capabilities
• Possesses and maintains an in-depth knowledge of LERETA's services, functionalities and capabilities
• Ensures clients receive maximum benefit aligned with their business needs and SLAs
• Conducts client training as needed

 Identify and assess client needs

• Identifies and assesses client needs and pursues solutions and services that align with those needs
• Documents action steps and coordinates with appropriate internal teams

 Professional Representation

• Represents LERETA professionally within the lending community
• Builds relationships to support business development and identify service enhancement opportunities. for the purposes of furthering the company's business development objectives
• Identifies opportunities for enhancement of its services

 Market needs

• Identifies and recommends solutions for market needs, collaborating with Sales, IT, and Operations as appropriate
• This position will perform other duties as assigned based on the needs of the department

Core Competencies

• Responsiveness and resourcefulness in supporting CSM staff
• Strong planning, organization and delegation skills. Inspirational leadership and team management
• Commitment to extraordinary customer service with an emphasis on compassion and understanding of the client’s needs and expectations
• Ability to anticipate and respond to customer needs
• Exemplary relationship building and professional communication skills trust
• Exhibits a strength in personal interactions with both internal and external partners that fosters confidence, trust and respect.
• Ability to effectively and clearly communicate orally, in writing, via telephone, and in person
• Superior skills including diplomacy, tact, appropriate levels of emotion, active listening and patience.
• Ability to be highly organized while managing and prioritizing multiple tasks

Required Education and Experience:

• High School diploma or equivalent
• Four years of related experience

Preferred Education and Experience: 

• Minimum of 2 years previous account manager experience in the Real Estate Tax & Flood Service industry
• Loan servicing experience

Salary range: $100,000 - $135,000