Job Description

We have great people here and are looking for more. Come join us - you will love it!Job Title: Client Success LeadDepartment: Client Success- Financial Services, Business Services, Real EstatePosition Type: Full-TimeBand & Grade: G3-L1Reports to: Associate Vice President- Client SuccessAbout the Role:The Client Success Lead will lead a team of Client Success Partners/resources supporting the Tier 2 group of clients in the Financial Business Services practice area. You will focus on developing your team, tracking and reporting on key performance indicators for your teams performance, and overall books of business, along with helping to drive revenue retention, client satisfaction, managing client escalation, risk mitigation and revenue growthThis Is What Youll Do:This position requires interaction with other members of Client Success leadership, Marketing, Sales and Operations. The Client Success Leader will be responsible for:

• Acts as role model and mentor to team Tier 2 Client Success Partners and will nurture development through clear communication, constructive feedback and regular coaching
• The strategic oversight of existing top tier 2 customers in the region
• An escalation point for tier 2 clients and leading your team with client specific remediation plans
• New business pipeline assignment and monitoring to ensure successful outcomes for new customers and strong contribution to regional Time to Revenue target achievement
• Establish strong and collaborative working relationships across regional and global teams and leadership structures
• Support your team to manage customer background screening programs to best align with customers organisational needs and goals
• Work with Legal and support your team with Tier 2 contracts and amendments
• Understand each clients organizational dynamics and provide consultative account management to do whats best for the client and grow revenues across Sterlings full suite of products and services
• Lead your team to develop multi-level relationships with key decision makers and decision influencers to ensure retention and relationship stability
• Lead your team to create strategic account plans as a roadmap to grow customer revenue and deliver world class customer satisfaction
• Work as part of the cross functional leadership team for FinBiz and contribute to strategy and commercial management
• Collaborate with product team to ensure that our products deliver value and a positive customer experience
• Other duties as required

Is What We're Looking For:Proven track record of success, consisting of:

• 5+ years of experience in a client facing role, ideally Client Success /Account Manager, Operations and/or Sales/Account management
• Experience coaching & mentoring others
• People management experience Preferred
• Strong client focus - commitment to delivering superior client experience and advocating for client needs
• Consultative selling skills - experience expanding account reach, up/cross-selling, new business development
• Negotiation and Listening skills - ability to uncover client needs, understand and frame issues in a way that leads to resolution, a focus on win and win
• Analytical skills - assess underlying risk and opportunity, identify innovative ways to effectively address client needs in a high-volume, transactional environment, analyze performance indicators and use to inform strategies and tactics
• Excellent oral and written communication skills
• Organization - ability to prioritize and focus on value-add activity, ability to multi-task
• Attention to detail
• Effective time management
• Must be able to analyse a situation and respond quickly
• Must quickly learn and understand all aspects of the fulfillment process and be able to effectively explain them to the requestor
• An individual who does well under pressure with time-sensitive projects
• Strong proficiency in MS Excel, PowerPoint and Salesforce CRM
• Educated to a degree level
• High comfort level with technology and software systems

Follow us:Equal Employment Opportunities at Sterling
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Sterling