5+ years in client relations, customer success, or support leadership
Experience managing enterprise or high-value accounts
Demonstrated capability to mentor and lead teams
Strong problem-solving and effective communication abilities
Familiarity with CRM and support tools like Salesforce or Zendesk
Organized with the ability to juggle multiple priorities
Bachelor's degree preferred or equivalent experience
Responsibilities
Partner with the Director of Client Relations to grow enterprise accounts
Serve as a secondary escalation point for urgent client issues
Lead, coach, and develop the customer support team
Monitor team performance and key customer satisfaction metrics
Identify process improvements for better client experiences
Assist with onboarding new enterprise clients to ensure success
Collaborate with sales, operations, and product teams
Step in to lead the department in the Director's absence
Benefits
401(k)
Dental insurance
Flexible spending account
Life insurance
Vision insurance
Full Job Description
Job Description We are seeking a highly organized and customer-focused leader to serve as the right hand to our Director of Client Relations. This role will support enterprise account management while helping oversee day-to-day operations of the customer support team. The ideal candidate brings a balance of strategic thinking, hands-on execution, and team leadership.
Key Responsibilities
Partner closely with the Director of Client Relations to manage and grow enterprise accounts
Act as a secondary escalation point for high-priority client issues
Help lead, coach, and develop the customer support team
Monitor team performance, KPIs, and customer satisfaction metrics (CSAT, NPS, SLAs)
Identify process improvements to enhance client experience and operational efficiency
Assist in onboarding new enterprise clients and ensuring long-term success
Collaborate cross-functionally with sales, operations, and product teams
Step in to lead the department in the Director's absence
Requirements
5+ years of experience in client relations, customer success, or support leadership
Experience working with enterprise or high-value accounts
Proven ability to manage or mentor team members
Strong problem-solving and communication skills
Experience with CRM and support tools (e.g., Salesforce, Zen-desk, HubSpot, etc.)
Highly organized with the ability to manage multiple priorities
