Client Service Lead (Customer Success) 

Looking for a dynamic and innovative team leader to join a fast-paced and growing company in the media industry! As a key member of our team, you will have the opportunity to work with cutting-edge technology, lead a small team of support professionals and collaborate with a team of passionate individuals. We are seeking an individual with a strong work ethic and a desire to learn and grow within the company. Your role will involve developing and implementing creative strategies to increase engagement and drive revenue for our clients. If you are a self-starter with a proven track record of success, we want to hear from you! Join our client in their mission to revolutionize the media industry and make a lasting impact.

The Role

• Lead a team of Client Service Representatives, setting goals and expectations, providing coaching and mentorship while effectively overseeing all new client relationships from onboarding to on-going support
• Strategize and implement processes and procedures to streamline the client success function and improve client satisfaction and retention
• Build and maintain strong relationships with key clients, ensuring their satisfaction with SaaS products and identifying opportunities for expansion
• Oversee Projects and provide technical implementation support for website builds, mobile app builds, and Alexa skill builds
• Provide sales engineering support to the sales team by participating in demos & responding to product q’s
• Work closely with other teams, including sales, marketing, product, and engineering, to ensure products are delivered on time and within budget
• Monitor, Present and Analyze client performance data, identifying areas for improvement and making recommendations for optimization
• Stay up-to-date on industry trends and collaborate with the leadership team to set strategic goals and priorities for the client success function

 Your Experience (MUST HAVE)

• 2-5 years of proven experience working in Client Success/Service/Support or Account Management related roles
• Proficient in project management, data analysis and customer training
• Strong understanding of website content management (e.g. Wordpress) and social media engagement MS Office and Google Products

 Your Experience (NICE TO HAVE)

• Educational background in media, communications, broadcast or equivalent
• Experience in a SaaS industry (sales, implementation, customer support)
• Experience in the Radio or TV Industry would be an asset

Poly and our clients are committed to creating a diverse and inclusive workplace, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.