Team Leader, Business Consulting

REPORTS TO: Manager, Business ConsultingPOSITION SUMMARY:Broadvoice is looking for a Team Leader, Business Consulting to join our growing team. A successful candidate will orchestrate the customer journey through proactive engagement strategies, guide Broadvoice's customers to their desired outcomes, and drive value. By monitoring the health of the customer relationship, the CSM will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.YOUR DAY-TO-DAY:Coordinate and guide the Customer Success team to align with company and client goals.Hold regular meetings to set goals, share feedback, and address challenges.Act as the primary point of contact for complex or escalated client issues.Track customer health scores and take proactive steps to reduce churn.Develop customized success plans for strategic clients to ensure long-term satisfaction.Encourage proactive client communication and promote best practices within the team.Identify opportunities for upselling, cross-selling, and increasing customer retention.WHAT YOU BRING TO THE TEAM:Excellent communication and leadership skills.Analytical knowledge to interpret data and reports.Ability to resolve conflicts and prioritize tasks.Empathy and customer focus.Fluent in Spanish.
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