Client Success Lead

Job Description

Job Description

Description:

Role Overview 

We are seeking a dynamic, service-minded, and results-driven Client Success Team Lead to lead a team of Client Success Consultants within our rapidly growing property tax reduction organization. This role is ideal for a hands-on front-line leader who thrives on developing people, driving accountability, taking ownership of the client experience, and stepping directly into live client situations to coach, de-escalate, resolve issues, and protect client loyalty in real time. As a member of our front-line leadership team, it will be your responsibility to build a high performing, culturally aligned team focused on Client Loyalty, retention, service excellence, and consistent execution. You will be an example of what good looks like as you bring to life the O'Connor Signature Client Experience Model and reinforce messaging map discipline across every client touchpoint. You will serve as a coach, mentor, escalation leader, culture warrior, and operational standard-bearer for your team and location. 

This role requires a leader who can balance people leadership, process management, live call intervention, coaching, and operational discipline - all while embodying O'Connor culture and values. Success in this role means consistently delivering the O'Connor Signature Client Experience, reinforcing the department's mission of creating "Wow" moments, and helping your team translate service excellence into lasting Client Loyalty. 

Key Responsibilities: 

Client Success Leadership and Team Management (50%) 

• Lead, coach, and develop a high-performing team of Client Success Consultants while fostering a culture of accountability, responsiveness, collaboration, and continuous improvement. 

• Serve as the location expert on the O'Connor Signature Client Experience Model, messaging map execution, client communication standards, service recovery expectations, and client success workflows. 

• Train Client Success Consultants on call quality, communication standards, relationship-building, conflict management, service recovery, escalation handling, and consistent message delivery. 

• Conduct regular same-page meetings with each team member focused on performance, communication effectiveness, behavior alignment, growth, and execution against department expectations. 

• Monitor inbound and outbound call flow effectiveness to ensure proper connection, conflict resolution, follow-up, proactive outreach, and strong ownership of client needs. 

• Support Client Success Consultants through live coaching, side-by-side development, post-call review, and practical in-the-moment guidance. 

Direct Client Success Action and Escalation Leadership (30%) 

• Personally step in to handle live client escalations, difficult calls, and sensitive situations that require leadership presence and advanced communication skill. 

• Take over challenging client interactions when needed to preserve trust, protect loyalty, and move the situation toward resolution. 

• Personally manage complex, high-value, at-risk, or emotionally charged client situations with professionalism, empathy, confidence, and sound judgment. 

• Make proactive outbound calls to strengthen client relationships, recover service opportunities, reinforce value, and create memorable client moments. 

• Support outbound efforts designed to increase loyalty, drive retention, and grow the business through testimonials, referrals, and Google reviews. 

• Model excellence in both inbound and outbound communication, including tone, clarity, empathy, confidence, professionalism, and command of language. 

• Model our message mapping through active listening, problem solving, de-escalation, conflict management, and service recovery skills to resolve issues effectively and strengthen the client relationship. 

• Ensure difficult client moments are turned into opportunities to reinforce trust in O'Connor and bring the Signature Client Experience to life. 

Management Administration Activities (20%) 

• Ensure team compliance with CRM standards, case documentation, follow-up expectations, call logging, workflow discipline, data entry quality, and departmental reporting standards. 

• Analyze team and client success performance data to identify coaching opportunities, improve execution, and strengthen retention, responsiveness, loyalty, and client advocacy outcomes. 

• Collaborate with operations, research, sales, and leadership teams to improve the client journey, remove friction points, and strengthen service continuity. 

• Partner with research and development or systems support teams to optimize CRM workflows, service processes, scripts, and tools that improve team effectiveness. 

Required Qualifications  

• High School Diploma or Equivalent 

• Proven track record of delivering excellent client service and consistently meeting predetermined performance standards.  

• History of successfully mentoring, coaching, or supporting other team members as part of leadership preparation. 

• Experience handling escalated client situations, difficult conversations, or service recovery scenarios with professionalism and success. 

• Professional certifications in customer/client experience, communication, leadership, conflict resolution, or coaching are a plus. 

• Experience in property tax, real estate, financial services, or another high-touch service environment is highly advantageous.