[Hiring] Client Relations Team Lead @SofterWare

Role Description

The Client Relations Team Lead is responsible for overseeing efforts that support customer satisfaction, retention, and long-term success for SofterWare clients using our products. This role leads the Client Relations team, including Client Relations Specialists and Senior Client Relations Specialists, and is accountable for helping ensure that client concerns are addressed effectively, customer feedback is communicated internally, and strategies are developed to improve retention, engagement, and overall customer experience. The Client Relations Team Lead partners closely with leaders and teams across the organization to strengthen customer outcomes, reduce attrition, and identify opportunities to improve product utilization and satisfaction. This role also provides coaching, performance management, escalation support, and strategic direction for the Client Relations function.

Key Responsibilities

• Retention Strategy: Work closely with SofterWare leadership and cross-functional teams to implement strategies that improve customer retention, customer satisfaction, and customer engagement.
• Revenue Retention: Develop and support strategies aimed at increasing revenue retention and reducing revenue lost due to customer attrition.
• Customer Insights: Analyze customer experience trends, identify concerns that may contribute to attrition, and provide actionable feedback to cross-functional teams.
• Client Success Oversight: Oversee efforts to measure and improve client success in using SofterWare products and services.
• Team Leadership: Manage and support a team of Client Relations Specialists and Senior Client Relations Specialists.
• Performance Management: Evaluate team effectiveness and productivity, provide coaching and feedback, and conduct performance reviews.
• Issue Escalation: Serve as an escalation point for customer concerns that require additional support, coordination, or decision-making.
• Process Improvement: Identify opportunities to improve workflows, processes, and team effectiveness in support of customer satisfaction and retention goals.
• Cross-Functional Collaboration: Partner with teams across the organization to align on customer needs, improve service outcomes, and support retention efforts.
• Metrics Analysis: Monitor and interpret key retention, satisfaction, and engagement metrics to guide team priorities and business decisions.
• Team Development: Support the professional growth and ongoing development of team members through coaching, guidance, and feedback.
• Department Planning: Participate in department planning, goal-setting, and strategic discussions related to customer care and retention.
• Additional Duties: Perform other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications

• Strong dedication to customer satisfaction, retention, and long-term customer success.
• Strong ability to build, follow, and improve structured processes that increase efficiency and consistency.
• Data-driven mindset with the ability to analyze key metrics and use insights to make strategic business decisions.
• Proven success in resolving complex customer concerns and driving positive outcomes.
• Self-motivated with the ability to take initiative in a challenging, fast-paced environment.
• Ability to manage multiple responsibilities and priorities across teams and organizational needs.
• Collaborative approach with a strong appreciation for teamwork and partnership across departments.
• Ability to lead, coach, and support a team in a way that promotes accountability, development, and strong performance.
• Strong verbal and written communication skills, including the ability to present insights and recommendations clearly.
• Proficiency in Microsoft Excel and comfort working with data to support analysis and decision-making.
• Ability to connect day-to-day client feedback and team operations to broader retention and business goals.

Requirements

• Bachelor’s degree preferred, or equivalent combination of education and relevant experience.
• Three or more years of experience in customer relations, customer care, customer success, retention, account support, or a related customer-facing role preferred.
• Strong performance in a current or previous customer-facing role preferred.
• Demonstrated success in handling complex customer concerns and supporting positive customer outcomes preferred.
• Prior experience serving as a senior team member, mentor, trainer, or informal leader preferred.
• Previous supervisory or team leadership experience is a plus, but not required.
• Experience working with customer feedback, satisfaction measures, retention efforts, or service-related metrics preferred.
• Understanding of customer retention, satisfaction, and engagement concepts and the role they play in client success.

Compensation

This full-time, remote position offers a total compensation range of $70,000 - 80,000 USD, depending on your experience and skills. Our compensation package is designed to recognize your contributions, reward outstanding performance, and support your long-term growth.

• Competitive base salary
• Quarterly incentive bonuses
• Monthly profit-sharing bonus

Benefits

• Paid time off and volunteer days
• Matching gifts program
• Parental and military leave
• 401(k) with employer match and profit sharing
• Medical, prescription, vision, and dental coverage
• Pre-tax dependent coverage and voluntary benefits
• Short-term disability
• Employee Assistance and Wellness Programs

Company Description

SofterWare is proud to be an Equal Opportunity Employer. We make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, citizenship status, national origin, ancestry, gender, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, pregnancy, or any other characteristic protected by law. SofterWare is committed to providing reasonable accommodations for individuals with disabilities and fostering an inclusive, supportive workplace where everyone can thrive.

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