Client Success Team Lead

Kukui Holdings, Inc.•Las Vegas, NV

About The Position

The Client Success Team Lead plays a key role in ensuring that KUKUI clients achieve optimal value through our technology solutions by guiding internal client-facing teams in Client Success best practices and by developing and implementing processes to proactively engage with clients in value-driven, purposeful dialogue. The Client Success Lead will establish and implement Client Success-based protocols and processes to ensure that clients achieve their desired outcomes with our solutions through optimized product utilization and adoption. In order to accomplish this, the Client Success Lead must be deeply engrained in the day-to-day of the Client Success Team, conducting 1x1s with individuals and being their first source for support. The Client Success Lead is responsible for managing the KUKUI All-in-One Success Platform and ongoing marketing campaigns for a number of clients. The Client Success Team Lead will coordinate with internal partners to ensure a positive client experience. The Client Success Team Lead will provide excellent customer service, evaluate the local market for clients, discuss individualized marketing campaigns, measure results, and discuss points of improvement for their business as it relates to the KUKUI All-in-One Success Platform. In this position, the Client Success Team Lead will be fully self-sufficient in managing cases and being a resource for mentorship. The Client Success Team Lead must constantly learn to stay abreast with the changing market and trends. The Client Success Team Lead will help train Client Success Coordinators, manage escalations as well as help support the Client Success Manager/Sr. Client Success Manager when they are unavailable.

Requirements

Clear and effective communication
Effective time management
Attention to detail
Customer Service and Support
Project Management and Coordination
Digital Marketing Expertise
Has held a Client Success Coordinator II position for 3 or more years, OR has consistently exceeded the expectations of the Client Success Coordinator II position.
Basic HTML, Email & Domain Set-up, Design Training, Photoshop Skills, AdWords Certification, Bing Certification, SEM, Social Media, PR, Analytics, and SEO knowledge.

Nice To Haves

3-5+ years preferred but not required.
Bachelor’s preferred but not required.

Responsibilities

Manage a number of clients with regular interaction via phone, email, and/or Zoom
Utilize clear communication and work efficiently in order to maintain client satisfaction
Participate in new hire and certification training for Client Success Coordinators
Support the Client Success Manager/Sr. Client Success Manager in achieving team expectations and goals set by KUKUI Leadership
Resolve client cases and manage client escalations to completion
Exude KUKUI’s LEAD-IT values well and regularly
Champion the voice of the client throughout KUKUI
Leverage tools and resources KUKUI provides for continuing education
Coordinate, participate, and deliver (when required) in KUKUI-hosted client training (tradeshows, webinars, etc.)
Provide team mentorship by being deeply engrained in the day-to-day of the Client Success Team (casework, call shadowing, training, team meetings, etc.)
Collaborate and advocate on Client Success protocols and standards around conducting account reviews and managing regular client meetings
Provide first-level team support by effective problem management through to resolution; involving the Client Success Manager/Sr. Client Success Manager as an escalation path when needed
Build and maintain strong partnerships with WinBack, Marketing, Sales, Onboarding, Training, Product, and Digital Services to cultivate collaboration around client needs
Participate in developing changing procedures, practices, and products as the Client Success department and the company continues to grow
Communicate clearly and concisely with the team on changes to procedures, practices, and products
Keep clients abreast of best-known marketing practices, strategic marketing tactics, and emerging changes in products and services
Develop subject matter expertise of the independent auto repair market and KUKUI product solutions
Collaborate with stakeholders on a closed-loop feedback process between clients and internal partners that enhances the KUKUI client experience
Work responsibly by meeting critical client, project, and company timelines
Pay close attention to detail regarding communications, cases, projects, and changing practices
Occasional some travel may be required
All other duties and responsibilities as assigned