Client Success Team Lead

TMA Systems• US,

4d•Hybrid

About The Position

We are seeking an experienced and motivated Client Success Team Lead to provide leadership, coaching, and operational guidance to a team of Client Success Managers while maintaining a portfolio of strategic client relationships. This role is responsible for driving team performance, fostering employee growth and development, managing client escalations, and ensuring consistent execution of Client Success processes and best practices. The Team Lead collaborates closely with leadership and cross-functional teams to improve client outcomes, support organizational objectives, and promote a culture of accountability, customer focus, and continuous improvement. Based on current internal Team Lead responsibilities, the role includes team leadership, people management, risk governance, operational reporting, and process ownership activities.

Requirements

Bachelor’s Degree
A minimum of 3 years of related experience
Ability to build strong relations with premium support client
Excellent organizational skills
Excellent English communication skills including both written and verbal
Ability to demonstrate leadership qualities
Ability to maintain the highest level of professionalism, confidence, and integrity while directly working with internal personnel and external clients.
Working knowledge of principles and processes for providing client service, which includes client needs assessments, meeting quality standards for services, and evaluation of client satisfaction.

Nice To Haves

Proven experience in facilities management, or related field
Familiarity with CMMS/EAM software is a strong advantage.
Familiarity with CRM platforms (Salesforce, Gainsight)

Responsibilities

Develops and manages client information within CRM/CSM platforms (Salesforce, Gainsight)
Proactively engage clients and serve as a trusted advisor, leading to strong adoption of our products.
Leverage deep business and industry knowledge to partner with clients to help increase sustainable proven value, so they achieve their strategic goals and desired outcome through their interactions with the WebTMA software.
Create success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
Provide a yearly or quarterly business review with the key stakeholders.
Understand and be able to clearly articulate the TMA value proposition.
Consult with clients to understand learning goals, success criteria, and program strategy to ensure client success in maximizing the value of TMA solutions.
Ensure satisfaction with our products and services, coordinate with internal resources to product prompt resolution of open issues.
Conduct virtual monthly status meetings, as well as other client requested meetings, with each assigned client.
Deliver product demonstrations and client training as required.
Interact effectively at all levels of an organization and cross functionally, influence and advocate on behalf of the client.
Develop a working knowledge of the performance of the accounts by monitoring client activity to identify any changes in performance that may indicate a service or other issue.
Lead the customer risk management process, including identification, documentation, escalation, monitoring, and follow-up of at-risk accounts in partnership with internal stakeholders.
Directly supervise Client Success Managers assigned to the team.
Conduct regular one-on-one meetings to provide coaching, guidance, and professional development.
Establish performance expectations and provide ongoing feedback, recognition, and support.
Review and approve PTO requests within established company guidelines and authority levels.
Participate in performance reviews and year-end evaluations, including development planning and goal setting.
Delegate work, balance team workloads, and assist with client assignment decisions to ensure effective coverage and service delivery.
Develop, maintain, and communicate operational metrics, client portfolio reporting, team workload insights, and risk trends to leadership to support departmental decision-making.
Act as the primary operational escalation point for customer success issues, coordinating cross-functional resources to drive timely resolution and protect client relationships.
Identify training, coaching, and development opportunities to improve team performance and consistency.
Collaborate with leadership and Human Resources regarding employee relations matters, compensation recommendations, performance concerns, and staffing decisions.
Maintain and reinforce departmental processes, standards, and operating procedures.