Director, Client Success Job at Tax Advisors Group (Dallas)

Job Description

TAG is looking for a Director of Client Success to direct a team of account management and client support representatives tasked with providing white-glove support to our clients by delivering a blend of client relations, sales, and consultative skills. As the leader of our client success team, you will be responsible for direct management of a team, as well as retention, expansion, and client satisfaction programs. You will also serve as a liaison with other department leaders to ensure close collaboration.

Job Responsibility

Designs and implements retention and expansion strategies which apply a commercial minded approach
Maintains up-to-date reporting to track progress to goals and monitor key performance indicators
Provides direct and regular one on one coaching to individual contributors
Builds strong interdepartmental relationships to maximize efficiency and efficacy of programs
Addresses internal and external issue escalations as needed to bring swift client centric resolutions
Serves as a change champion, motivating the team and utilizing agility to keep pace with a growing and evolving business
Coaches the team to drive regular and proactive conversations with clients as the single point of contact to foster alignment of client needs with contract opportunity
Acts in a straightforward and responsive manner using clear communications and behaviors with the clients’ best interests in mind
Develops a strong working understanding of TAG products and services, serving as the liaison across internal teams to ensure the loop is always closed with a client promptly
Enables team members to find solutions for clients and resolves all inquiries timely and holistically
Empowers the team to act as a consultative strategic advisor to client / client relationship
Captures and brings forward to the team client insights that lead to renewals and account expansion opportunities
Proactively seeks opportunities to develop and communicate the value of expanded services to clients and the value TAG can bring to their business
Actively interfaces with key contacts at all accounts to identify renewal risk and improve client health and retention
Demonstrates a thorough understanding of client needs based on their environment, industry, and infrastructure
Collaborates with internal team members and clients to identify growth opportunities through account planning and delivery execution
Consistently builds rapport to proactively identify gaps in relationships with clients and recommends actions to bridge or resolve gaps
Collaborates with internal team members to ensure positive client experiences that lead to expansions and renewals
Achieves assigned annual goals in the areas of NPS score, contract renewals, and expansion revenue
Regularly follows standard operating procedures and defined processes, including expected use of technology enabled applications to effectively deliver against client expectations
Maintains accurate and concise documentation through various parts of the client life cycle (onboarding, data requests, accruals, tax savings, reports, renewals, expansions, net promoter score, and tax bill transmittal)

Requirements

Minimum of 6+ years of account management and or/client success management experience and 3 years managing teams
Strong interpersonal and communication skills, with ability to lead and motivate others
Demonstrated ability to handle multiple priorities and effectively manage delegated items
Experience leveraging a CRM system (e.g., Salesforce) to manage team progress against key performance indicators
Proficiency in Microsoft Outlook, PowerPoint, Word, Excel and Internet navigation and research
Occasional travel for client meetings, up to 25% travel annually
Applicants must reside in the DFW metroplex and be able to work a hybrid model, currently consisting of two (2) days in office and three (3) days remote weekly

Nice to have

Relevant work within client success/account management, ideally in property tax or a tech enabled business
Strong presentation skills
Proven track record of operating with a strong sense of urgency
Effective conflict management skills
Passion for driving a team to generate exemplary client experiences
Experience hosting remote calls using various platforms (e.g., Teams, Zoom, WebEx)

What we offer

Competitive Salary + incentivized earning potential
401(k) matching plan, Medical/Dental/Vision Plan
Paid time off, Winter Break Company Close, Social Events
Fitness Center
Hybrid Work Schedule

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