Customer Success Team Leader

Duties and Responsibilities

• Directly manage support and mentor a team of Customer Success Specialists including but not limited to monitoring attendance and daily performance; facilitating onboarding and ongoing training; providing regular coaching and feedback; distributing and prioritizing workload; addressing team concerns and issues; and reporting on individual and team performance outcomes and progress.
  

• Hold CSS accountable for established performance standards and team-based metrics and be measured on the achievement of those metrics.
  

• Partner and collaborate with all internal and client-facing teams to ensure a seamless consistent and high-quality patient journey.
  

• Organize prioritize and manage workload effectively while maintaining punctuality and preparedness for all scheduled meetings and deliverables.
  

• Demonstrate strong organizational skills self-motivation problem-solving abilities and consistent follow-through on assigned responsibilities.
  

• Define implement and continuously refine performance measurement systems to support operational excellence and team effectiveness.
  

• Support and actively participate in all aspects of client program delivery including proactive communication issue identification issue resolution and timely reporting.
  

• Effectively multi-task and problem-solve in a fast-paced environment while managing competing priorities.
  

• Complete all tasks with a high level of attention to detail a sense of urgency and clear effective communication to keep clients informed of relevant updates and developments.
  

• Manage client expectations by maintaining a thorough understanding of client agreements and ensuring OpenLoop services align with contractual obligations.
  

• Enter accurate complete and timely updates in internal support systems ensuring data accuracy integrity and security compliance.
  

• Collaborate cross-functionally with OpenLoop teams including Clinical Non-Clinical Patient Support and Customer Success to support program and client success.
  

• Gather and assess complex client needs and coordinate appropriate internal resources to support clients care delivery systems.
  

• Continuously evaluate and improve existing processes to enhance service delivery product offerings and operational efficiency.
  

• Identify operational gaps and provide training and guidance to internal teams on requirements necessary to effectively deliver services.
  

• Ensure technical workflows remain effective and efficient and proactively identify document and escalate issues when systems or processes are not functioning as intended.
  

• Demonstrate strong written and verbal communication skills in all internal and external interactions.
  

Requirements

• Excellent written and verbal communication skills.
  

• Ability to construct effective communication via email or Slack with necessary context.
  

Technical Skills:

• Experience with Excel and basic data manipulation (Vlookups Pivot Tables charts/graphs).
  

• Proven capacity to learn new technologies for maximum project success.
  

• Ability to thrive in a rapidly changing high-energy high-expectations environment.
  

• An energetic mature positive attitude that works well independently and with a team.
  

• Proven track record of taking initiative.
  

• Results-oriented and customer-focused mindset.
  

• Ability to listen absorb and respond accordingly.
  

• Ability to manage multiple projects and tasks while staying organized and efficient.
  

• Ability to work 3x in-office at BGC on shifting work schedule