Description: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 Lead must constantly learn to stay abreast with the changing market and trends. The Client Success 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.ResponsibilitiesManage a number of clients with regular interaction via phone, email, and/or ZoomUtilize clear communication and work efficiently in order to maintain client satisfactionParticipate in new hire and certification training for Client Success CoordinatorsSupport the Client Success Manager/Sr. Client Success Manager in achieving team expectations and goals set by KUKUI LeadershipResolve client cases and manage client escalations to completionExude KUKUIs LEAD-IT values well and regularlyChampion the voice of the client throughout KUKUILeverage tools and resources KUKUI provides for continuing educationCoordinate, 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 meetingsProvide 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 neededBuild and maintain strong partnerships with WinBack, Marketing, Sales, Onboarding, Training, Product, and Digital Services to cultivate collaboration around client needsParticipate in developing changing procedures, practices, and products as the Client Success department and the company continues to growCommunicate clearly and concisely with the team on changes to procedures, practices, and productsKeep clients abreast of best-known marketing practices, strategic marketing tactics, and emerging changes in products and servicesDevelop subject matter expertise of the independent auto repair market and KUKUI product solutionsCollaborate with stakeholders on a closed-loop feedback process between clients and internal partners that enhances the KUKUI client experienceWork responsibly by meeting critical client, project, and company timelinesPay close attention to detail regarding communications, cases, projects, and changing practicesOccasional some travel may be requiredAll other duties and responsibilities as assignedQualifications & Skills:Clear and effective communicationEffective time managementAttention to detailCustomer Service and SupportProject Management and CoordinationDigital Marketing ExpertiseHas 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.Digital Marketing and Design Skills:Basic HTML, Email & Domain Set-up, Design Training, Photoshop Skills, AdWords Certification, Bing Certification, SEM, Social Media, PR, Analytics, and SEO knowledge.Working Experience:3-5+ years preferred but not required.Education:Bachelor's preferred but not required.Compensation:Competitive Base SalaryFlexible Work Schedule4 Weeks Paid Vacation7 Days Paid Sick Time1 Birthday Day Annually7 Paid Holidays + Annual Holiday BreakAnniversary Bonus401kFamily, Medical & Bereavement LeaveEmployee Assistance ProgramEmployee Work-Life Wellness ProgramRemote Employee Reimbursement ProgramHealth, Dental, Vision, Life Insurance, and DisabilityWellness Stipend (KUKUI Active)Team Building EventsEmployee Referral Bonus
20 days ago