Client Success Lead

Client Success Lead

DocNetwork, through the CampDoc and SchoolDoc platforms, provides innovative health and safety solutions to a diverse group of organizations, which include traditional day and residential camps, YMCAs, JCCs, Girl Scouts, Boy Scouts, parks and recreation facilities, colleges and universities, and K-12 public, private, and charter schools.

Our suite of products integrate seamlessly to help ensure the health and safety of the participants for the organizations we serve.

Our team, headquartered in Ann Arbor, MI, is dedicated to our core value of "honest work" where our customers, our company, and our community win together. Delivering beyond expectations and an open posture toward growth enables our company and team to excel, while our social outings, team lunches, and a culture of fun and collaboration help us to bring our best selves to the challenges ahead.

Our full-time team members enjoy a range of insurance benefits (Medical, Dental, Vision, Life, & Pet) plus, with additional perks to boot (401k with company match, Remote Work options, Flex Schedules, Professional Development Budgets, Volunteer Time Off, and much more!), we think you'll love being a part of our team.

We are looking for a strategic, results-driven Client Success Lead to ensure the success of our client-facing Client Success team.

You will be a key resource and leader at DocNetwork, leading a team to deliver best in class client care for a diverse portfolio of accounts. In this position, you will be responsible for developing and implementing strategies that ensure clients achieve their desired outcomes. You will own retention and expansion for your clients, and ensure high levels of client engagement and satisfaction.

You will oversee Client Success Managers and Implementation Specialists, providing guidance and support to help them excel in their roles and deliver exceptional service and value to our clients.

You will need a collaborative spirit and be able to identify opportunities for collaboration with other leaders at DocNetwork to improve the client experience.

Executive presence and effective communication are key skills for the Client Success Lead and these traits should be demonstrated internally and externally. The ideal candidate should enjoy the challenges of managing people and providing excellent client service in a fast paced, tech-centric environment.

You may be a good fit for this role if:

• Current and former team members have recognized and affirmed your leadership potential
• You quickly discern client needs and reliably deliver outstanding service
• You build meaningful connections by understanding and responding to the emotions and challenges of others, fostering a supportive and positive work environment
• You enjoy finding creative solutions for retaining and growing your client base
• You are flexible and adjust to change with ease, and encourage others to adapt to evolving situations

Responsibilities

• Lead and manage a team of Client Success Managers and Implementation Specialists, cultivating a culture of excellence guided by the company's core values.
• Implement and own retention and expansion strategies to sustain and grow our business and revenue with existing clients.
• Set clear expectations for direct reports around individual responsibilities and team goals, holding them accountable for meeting deliverables. Regularly monitor progress and provide feedback and coaching to achieve intended results.
• Provide coaching and development support to team members, fostering a culture of continuous learning and professional growth to enhance individual and team performance.
• Conduct weekly check-ins and quarterly 1:1 reviews with team members.
• Foster open communication, address concerns fairly, and find solutions that maintain team cohesion and productivity.
• Collaborate with fellow Client Success Leads on the overall direction and operations of the Client Success team, helping design strategy and ensure alignment across pods.
• Lead the hiring and onboarding process for new team members within your squad.
• Create and improve resources and process documentation as the team's needs evolve.
• Allocate resources to drive the best client experience and advocate for additional resources when needed to improve the client experience.
• Join the Sales team for discussions with prospective clients to provide insights on solution mapping and implementation. Collaborate with the Sales team to ensure a smooth client onboarding experience.
• Collaborate closely with Development, Marketing, Product, and Training teams to align efforts and drive customer engagement and retention initiatives.
• Serve as the voice of the client and collect feedback to drive continuous improvement to our products and processes. Collaborate with other leaders and provide recommendations based on client needs and usage patterns.
• Act as an escalation point for complex issues. Handle client escalations with care and know when to involve leadership or other departments in addressing client issues.
• Occasionally travel and attend sales events or exhibits.

Required Skills and Experience

• Minimum 1 year experience in Client Success Manager or Implementation Specialist role or equivalent external experience
• Strong track record of identifying client needs and successfully implementing solutions
• Proven leadership skills with experience leading projects and/or managing people
• Able to present information to an audience in a clear, concise, and confident way
• Skilled active listener who knows when to ask questions and when to provide guidance
• Approach sensitive discussions with tact, ensuring transparency while facilitating constructive dialogue and resolution
• Appreciate and recognize the strength of diverse perspectives and build connections across the team and company
• Keen eye for developing new and improving existing workflows and processes
• Excellent organizational and time management skills. Maintain a high level of attention to detail and meet deadlines while managing multiple projects simultaneously
• Proven experience in implementing strategies that drive retention, growth, and enhance client satisfaction
• Tech savvy with the appetite and aptitude to become an expert in our platform
• Strong problem-solving skills and the ability to work in a fast-paced environment
• Team player who is comfortable and willing to be a hands-on contributor

Excited? We can't wait to hear from you! If you like what you've seen so far, we feel compelled to boast that:

• We're 9x recipients of SPARK's FastTrack Award.
• We have an office dog named Munki. He is soft and little.
• Our office pantry is stocked with delicious snacks.
• We made our boss a Paper Plate Award that says "You're pretty cool" and it has frog stickers on it.

So throw your hat in the ring – we'd love to meet you!

Originals Wanted

DocNetwork is invested in creating an open environment of mindfulness, originality, and collaboration where team members can bring their whole selves to work. We are proud to partner with our diverse client base, supporting each organization, and the individuals who make up their communities. We believe that our success depends on our commitment to these values.

DocNetwork has adopted inclusive hiring practices including standardized interview questions, bias-recognition training, and casting wider recruitment nets to ensure that all have a place in our mission.