Sr. Team Lead, Account Services

WEX•Fargo, ND

2d•$73,600 - $85,300•Onsite

About The Position

The Sr. Team Lead, Account Services supports a team of Account Services Analysts, Specialists or Client Managers, Team Leads, and/or Managers to ensure the successful delivery of technical services to clients while maintaining direct customer responsibilities. This role requires a combination of technical expertise, leadership skills, and customer-centric thinking to drive service excellence, customer satisfaction, and business alignment. The leaders will work cross-functionally with Sales, Product, and Support teams to optimize service delivery, resolve complex issues, and enhance customer relationships.

Requirements

3+ years of experience in technical account management, customer success, or a related technical service role with demonstrated success in a leadership role.
Provides direct supervision to professional-level individual contributors, offering day-to-day guidance and mentorship to team members.
Leads team meetings, performance reviews, and professional development initiatives to support ongoing team growth.
Acts as a key resource for the team, mentors other leads, and collaborates with managers to enhance team performance and overall operational success.
Familiarity with CRM, ticketing, and service management tools.
Strong analytical skills with the ability to use data to drive decision-making.
Excellent communication and stakeholder management skills.
Ensures best practices in technical account services are followed to drive efficiency and consistency.
Acts as a lead in assigning tasks to the team or sub-teams, monitors progress, and may become more actively involved as required to meet schedules, deadlines, or resolve problems.
Bridges the gap between tactical execution and strategic thinking, proactively identifying areas for improvement and efficiency.
Leads more complex initiatives, provides deeper consultative support to both the team and stakeholders, and assists leadership in process improvements and strategic initiatives.
Strong leadership and problem-solving abilities, with the ability to drive process improvements and influence without formal authority.
Proven ability to manage customer relationships and resolve complex technical and business challenges.
Monitors team workload and assists in balancing priorities to ensure efficiency and effectiveness.
Assists in resolving customer escalations and technical challenges while maintaining service excellence.
Exercises more independent decision-making, often resolving escalations, refining processes based on team feedback, and implementing best practices to enhance team performance.

Responsibilities

Provide leadership, mentorship, and professional development for the Account Services Analyst or Specialists, Client Managers, Team Leads, and/or Managers.
Set team goals, define performance expectations, and ensure alignment with business objectives.
Foster a high-performance culture that prioritizes customer success, proactive engagement, and operational efficiency.
Oversee workload distribution and ensure effective resource management.
Act as an escalation point for complex customer issues, ensuring resolution aligns with customer and business needs.
Develop and maintain strong customer relationships, advocating for their technical needs internally.
Ensure the team proactively identifies risks, trends, and opportunities to enhance the customer experience.
Drive adoption and best practices for technical account management processes.
Oversee the execution of the Account Service Analysts or Specialists or Client Managers, ensuring consistency and quality.
Implement and refine processes for managing customer interactions, technical escalations, and service requests.
Collaborate with internal teams to improve service offerings and optimize customer engagement strategies.
Monitor and report on key performance indicators (KPIs) related to service levels, customer satisfaction, and team performance.
Partner with Sales, Product, and Other internal teams to align customer needs with business priorities.
Drive process improvements that enhance the efficiency and scalability of technical account services.
Support product and service development by providing customer insights and feedback.
Contribute to company-wide initiatives focused on improving customer retention and growth.