Client Success Team Lead
KUKUI · California, United States
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- Hybrid
- Full-time
- $90,000 / year
- California, United States
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Job highlights
- Lead client success initiatives and team development.
- Drive client value through platform utilization and adoption.
- Manage client accounts and marketing campaign execution.
- Mentor team members and handle escalations effectively.
- Collaborate cross-functionally for enhanced client experience.
About the role
About KUKUI Holdings, Inc.
Passionately improving technology for the betterment of people and businesses worldwide! We give business owners advantages they've never experienced before. Through Kukui's All-in-One Success Platform, businesses from mom-and-pop shops to large enterprises dominate their local markets. We are creating and redefining industries, and we scare the pants off of our competitors!
KUKUI is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: KUKUI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KUKUI are based on business needs, job requirements, and individual qualifications, without regard to race, color, citizenship status, religion, creed, gender, sexual orientation, national origin, ancestry, age, physical or mental disability, marital status, veteran status, political affiliations, or any other characteristic protected by law where we operate. KUKUI will not tolerate discrimination or harassment based on any of these characteristics. KUKUI encourages applicants of all ages.
Our Team
Our team consists of remarkable individuals with incredible stories. Our backgrounds vary from technology, liberal arts, public relations, grad school, and various other experiences. We learn fast, adapt quickly to change, and juggle multiple responsibilities. We're friends, we're committed to what we do, and we're committed to each other. Sound appealing? We think so.
Client Success Team Lead Role Overview
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 Team Lead must constantly learn to stay abreast with the changing market and trends. The Client Success Team 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.
Key Responsibilities
- Manage a number of clients with regular interaction via phone, email, and/or Zoom
- Utilize clear communication and work efficiently in order to maintain client satisfaction
- Participate in new hire and certification training for Client Success Coordinators
- Support the Client Success Manager/Sr. Client Success Manager in achieving team expectations and goals set by KUKUI Leadership
- Resolve client cases and manage client escalations to completion
- Exude KUKUI’s LEAD-IT values well and regularly
- Champion the voice of the client throughout KUKUI
- Leverage tools and resources KUKUI provides for continuing education
- Coordinate, 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 meetings
- Provide 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 needed
- Build and maintain strong partnerships with WinBack, Marketing, Sales, Onboarding, Training, Product, and Digital Services to cultivate collaboration around client needs
- Participate in developing changing procedures, practices, and products as the Client Success department and the company continues to grow
- Communicate clearly and concisely with the team on changes to procedures, practices, and products
- Keep clients abreast of best-known marketing practices, strategic marketing tactics, and emerging changes in products and services
- Develop subject matter expertise of the independent auto repair market and KUKUI product solutions
- Collaborate with stakeholders on a closed-loop feedback process between clients and internal partners that enhances the KUKUI client experience
- Work responsibly by meeting critical client, project, and company timelines
- Pay close attention to detail regarding communications, cases, projects, and changing practices
- Occasional some travel may be required
- All other duties and responsibilities as assigned
Qualifications & Skills
- Clear and effective communication
- Effective time management
- Attention to detail
- Customer Service and Support
- Project Management and Coordination
- Digital Marketing Expertise
- Has 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 & Benefits
- Competitive Base Salary
- Flexible Work Schedule
- 4 Weeks Paid Vacation
- 7 Days Paid Sick Time
- 1 Birthday Day Annually
- 7 Paid Holidays + Annual Holiday Break
- Anniversary Bonus
- 401k
- Family, Medical & Bereavement Leave
- Employee Assistance Program
- Employee Work-Life Wellness Program
- Remote Employee Reimbursement Program
- Health, Dental, Vision, Life Insurance, and Disability
- Wellness Stipend (KUKUI Active)
- Team Building Events
- Employee Referral Bonus
Key skills/competency
- Client Success Management
- Team Leadership
- Digital Marketing Strategy
- Customer Relationship Management
- Problem Solving
- Project Coordination
- Communication Skills
- Account Management
- Process Improvement
- Client Engagement
Skills & topics
- Client Success
- Team Lead
- Customer Success
- Account Management
- Digital Marketing
- SaaS
- Technology
- Leadership
- Customer Service
- Client Relations
How to get hired
- Tailor your resume: Highlight your 3+ years as a Client Success Coordinator II or equivalent experience, emphasizing leadership and digital marketing skills.
- Showcase digital marketing expertise: Detail your proficiency in HTML, SEM, SEO, social media, analytics, and certifications like AdWords or Bing.
- Emphasize leadership potential: Provide examples of mentoring, training, or managing escalations to demonstrate your team lead capabilities.
- Express passion for client success: Articulate your understanding of client needs and how you drive value through proactive engagement and problem-solving.
- Research KUKUI's mission: Align your application with KUKUI's goal of improving technology for people and businesses.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities of a Client Success Team Lead at KUKUI?
- As a Client Success Team Lead at KUKUI, you will guide client-facing teams, implement client success best practices, manage client accounts and marketing campaigns, mentor team members, handle escalations, and collaborate with internal partners to ensure optimal client value and product adoption.
- What qualifications are essential for the Client Success Team Lead position at KUKUI?
- Essential qualifications include at least 3 years of experience as a Client Success Coordinator II (or exceeding expectations), strong communication, time management, attention to detail, customer service, project management, and expertise in digital marketing, including basic HTML, SEM, SEO, and analytics.
- Does KUKUI offer opportunities for professional development for Client Success Team Leads?
- Yes, KUKUI encourages continuous learning and provides access to tools and resources for ongoing education. The role also involves developing subject matter expertise in the auto repair market and KUKUI product solutions, as well as participating in training initiatives.
- What is the work environment like at KUKUI for a Client Success Team Lead?
- KUKUI fosters a collaborative and supportive team environment where individuals with diverse backgrounds contribute to technological advancements. They emphasize learning, adaptability, and strong interpersonal relationships, encouraging a culture of friendship and shared commitment.
- How does KUKUI support its remote employees in this Client Success Team Lead role?
- KUKUI offers a Remote Employee Reimbursement Program, indicating support for remote work arrangements. This suggests that employees working remotely may receive assistance with necessary expenses to ensure a productive work-from-home setup.
- What benefits does KUKUI provide to its Client Success Team Lead employees?
- KUKUI offers a comprehensive benefits package including a competitive salary, flexible work schedule, generous paid time off (vacation, sick, holidays, birthday), 401k, health insurance (health, dental, vision, life, disability), wellness stipends, and employee assistance programs.
- How does KUKUI handle client escalations for the Client Success Team Lead?
- The Client Success Team Lead is responsible for managing and resolving client escalations. They act as the first point of contact for problem resolution and involve the Client Success Manager/Sr. Client Success Manager as an escalation path when necessary.