The Customer Success Manager (CSM) Team Lead will lead a team to execute on service processes in support of our CSM role and program. The team lead will serve as a mentor and coach to CSMs and assist in at risk client issues. The CSM Team Lead will take on an area of expertise (e.g. training, process and workflow, client service operations) and be responsible for running projects related to their specific area.
The CSM Team Lead will demonstrate expertise in handling difficult client requests, and how to best advise the marketing experts on solutions to meet those clients business needs. In this role, the CSM Team Lead will assist in onboarding new hires, deliver instructional training, build rapport with local Regional Operations Specialists to help with at risk campaigns, and assist and coach CSMs in troubleshooting their digital marketing campaigns. A successful candidate for a CSM Team Lead will be able to quickly diagnose campaign performance issues, recommend changes, and communicate changes to ReachLocal clients.
The candidate must be flexible and able to multitask across a variety of job duties, including:
Proactively manage the customer relationship while conducting regular scheduled meetings
Help coach and provide structured feedback to CSMs to improve their client communication and campaign management
Handle escalated issues
Troubleshoot performance issues for at risk clients while creating new, innovative solutions to meet the changing needs of our clients
Incorporate constantly evolving technologies and processes into the client solution delivery process
Help build culture and be a positive role model for the department
Knowledge skills and abilities:
Ability to quickly master business process, marketing and technology concepts
Ability to communicate effectively with internal sales teams and other departments to achieve common goals
Demonstrate expertise in customer relationship management
Mastery of key technologies and systems to manage digital marketing campaigns
Ability to provide feedback and coaching to Customer Success Managers on client communication, campaign performance, and the entire digital marketing landscape
Ability to coach or lead by example for client communication and campaign management
Strong verbal and written communication skills
Able to manage time and prioritize multiple tasks in a fast-paced environment
Organize tasks, deliverables and meet commitments on time
Sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of time demand involved.
Capable of interpreting data and making recommendations to prove performance
Quickly identify the symptoms and underlying cause of problems
Able to recognize trends and effectively prepares for anticipated changes.
Business Process and Technology Acumen
Capable of quickly mastering business processes
Ability to master technology solutions
Good at focused listening
Able to provide feedback in constructive and structured manner
Can find common ground and explains differing viewpoints comprehensively
Thinks carefully about the likely effects of ones words, actions, appearance and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question.
Bachelors Degree in General Business, Economics, Finance, Marketing, Advertising, Public Relations, Journalism or English
3+ years hands-on experience managing online/digital advertising campaigns
2+ Year experience in the Marketing Expert Role