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Equal Opportunity Employer M/F/D/V

Job Type: Full-time, in-office, 1336 SE 47th St, Cape Coral, FL 33904

Travel: Up to 80%

Benefits: 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more) eligibility within 1 month of start date, relocation assistance to the Cape Coral, FL area

POSITION OBJECTIVE

As a Client Success Lead, you will be a client-focused leader driving incredible value! You will support your clients by conducting need-based analyses to identify additional services that will improve their business outputs and ensure ongoing projects meet client expectations. Utilizing your knowledge of their business, you will help to guide the Delivery team in fulfilling our contracted services. Your mission will be to grow client revenue quarter over quarter by incorporating internal reviews with the team and external business reviews with your client to validate success. You will be responsible for finding new opportunities, scoping new deals for the company, and selling work to clients while being their point of contact.

CRITICAL SUCCESS BEHAVIORS

• Capable of uncovering and interpreting needs and linking to available service solutions
• Displays incredible passion for the clients they support
• Use data analytics and performance results to communicate client ROI and value adds
• Focused on continued client success and providing high-value interactions and support
• Dig in and understand the client needs to recommend improvements with a clear path to get there
• Completion of repeatable sales and account management processes
• Partner with your teammates on projects while lending your expertise
• Confidently communicate ideas to senior executives, as well as internal and external stakeholders
• Comfortable leading workshops, seeking input, feedback, and storytelling
• Display an exceptional ability to take the initiative and ownership while focusing on continuous improvement
• Able to organize needs and activities across multiple disparate organizations
• Displays expert-level creative thinking and innovation to craft out-of-the-box solutions

QUALIFICATIONS

The ideal candidate must possess:

• Demonstrated history of high performance as an operational leader in Call Centers, Contact Centers and/or Business Process Outsourcing
• Deep understanding of Contact Center Operations and how to drive program performance
• Demonstrated history of successful sales performance in a B2B client-facing environment
• History of overachieving in a quota-bearing role
• Strong Microsoft Office product proficiency, specifically PowerPoint and Excel
• Strong collaboration skills and desire to support a team win
• Ability to adapt in moments of change
• Ability to be independently motivated
• Desire for coaching and professional development
• Strong analytical and communication skills

The ideal candidate would typically have:

• Experience in Workforce, Quality, Training, or CCaaS