Client Success Team Lead

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At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.


The Customer Success Team Lead is responsible for setting the standard for a best in class customersuccess experience. By modeling the highest of quality and efficiency standards, the Team Lead will assist with the recruitment of talent into the Customer Success Department (CSD), training and development initiatives, on-the-job coaching and mentoring and compliance analysis and implementation. Above all, the position is responsible for demonstrating and providing a second to none customer success experience to our clients.

What your day-to-day would look like…

● Provide daily direction and communication to employees so that customer service calls are answered
in a timely, efficient and knowledgeable manner

● Provide continual evaluation of processes and procedures and suggests methods to improve area
operations, efficiency and service to both internal stakeholders and external customers

● With the CSD Manager, provide statistical and performance feedback and coaching on a regular basis
to ensure needs are being met

● Ensures employees have appropriate training and other resources to perform their jobs

● Creates and maintains a high-quality work environment so team members are motivated to perform
at their highest level

● Assists the CSD Manager with daily operations of the call center to include the development,
analyses and implementation of staffing, training, scheduling and reward/recognition programs

● Works as a member/leader of special or ongoing projects that are important to area/process
improvement

● Will work collaboratively with the CSD Manager to help manage daily team responsibilities and
scheduling to ensure calls are handled efficiently and effectively
● Establishes work procedures and processes that support and/or exceed compliance standards,
procedures and strategic directives
● Uses appropriate judgment in upward communication regarding department or employee concerns
● Handles program verification process for enrolled customers to ensure file accuracy and compliance
Demonstrated skills we’re looking for…

● Technical Proficiency with Client Relationship Management system (CRM) – Brings existing
knowledge (1+ years) of CRM practices and experience to role. Will strive to keep current and up to
date with technology trends to help drive and support department KPIs. Will be looked upon as an
SME on our CRM software in order to field questions from call center representatives

● Customer/Client Focus – Above all else, can personally demonstrate that client satisfaction is a high
priority. Identifies and clarifies what customer needs and expectations are and responds to them in a
timely and effective manner. Anticipates and prevents delays or other obstacles that can adversely
affect the customer and their needs. Proactively keeps customers informed about the status of
pending actions and inquiries about customer satisfaction with services

● Communication Proficiency – Can respectfully listen to customers in order to gain a full
understanding of the issues at hand and responds appropriately. Presents information in a clear,
error-free and concise manner both orally and in writing to ensure others understand his/her ideas.
Appropriately adapts his/her message, style, and tone in order to accommodate a variety of
audiences

● Leadership – Works cooperatively and effectively with others in order to accomplish tasks and
common objectives. Understands and carefully handles team dynamics, fosters collaboration,
provides tangible contributions and listens and responds to the input of others in a manner that
creates an environment of mutual trust and respect

● Organizational Skills – Can thoroughly organize and plan individual work tasks in order to maximize
use of time in order to meet KPIs and deadlines. Demonstrates the capability to handle multiple
priorities or assignments and is able to effectively determine when it is necessary to involve
Management in order to meet work requirements. Sets priorities, goals, and timetables in order to
achieve maximum productivity for self and departments

● Problem Solving/Analysis - Displays the ability to comprehend a situation by breaking it down into
its components and identifying key or underlying complex issues. Can organize and compare the
various aspects of a problem or situation, and determine cause-and-effect relationships to resolve
problems in a decisive manner. Utilizes the appropriate tools and metrics to measure and report
effectiveness of solutions presented. Consistently reviews work to ensure the accuracy of all
information presented.

Why Join Us?

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

  • Considerable employer contributions for health, dental, and vision programs
  • Generous PTO, paid holidays, and paid parental leave
  • 401(k) matching program
  • Merit advancement opportunities
  • Career development & training

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions.  No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team.  No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases
    • RedshiftDatabases
    • LookerDatabases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • TableauAnalytics
    • Heap AnalyticsAnalytics
    • Google OptimizeAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative CloudDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • Monday.comManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • VelocifyCRM
    • MaropostEmail
    • Google AdsLead Gen
    • Bing AdsLead Gen
    • Facebook AdsLead Gen
    • DisplayLead Gen
    • SlackCollaboration
    • Monday.comProject Management
    • TrelloProject Management

An Insider's view of Beyond Finance

How would you describe the company’s work-life balance?

Everyone at Beyond is hard-working, smart, and gets the job done. Because of that, there's a lot of trust when it comes to taking the time off we need. Leadership offers a generous PTO plan to support wellness and growth outside of work, and everyone encourages each other's non-work hobbies and interests through Slack channels and coffee chats!

Abby

Senior Director of Analytics

What does your typical day look like?

I love working at Beyond Finance as I get to have flexibility in my schedule. I work with some of the most talented people in Chicago, which drives me to produce high quality of work and results. It's great to work with a team that listens to an idea and gives constructive feedback on it.

Shyam

Lead SDET

How does the company support your career growth?

I'm always encouraged to take on new and progressively more challenging projects. In my time at Beyond Finance, I have found that the leadership team is not only genuinely interested in my career goals, but that they actively seek to support them.

Andrea

Software Engineer

How do you empower your team to be more creative?

Everyone has total ownership over their work and ultimately has to decide the best way to accomplish their objectives. I encourage my team to use all the resources they have available to them - internally and externally - to reach the best end state.

Susan

SVP Marketing and Analytics

How does your team reward individual success?

One of the things that I really appreciate about Beyond is that as I've had the chance to succeed in different roles, the team continues to challenge me in different ways. I think that as a result, I've been rewarded with the opportunity to work on increasingly harder problems, while also being given more ownership over the direction of my work.

Andrew

Senior Manager, Strategy & Analytics

What are Beyond Finance Perks + Benefits

Beyond Finance Benefits Overview

Beyond Finance offers competitive compensation, paid medical insurance and a 401k match.

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
In-person all-hands meetings
Employee awards
Flexible work schedule
Beyond provides employees with a flexible work schedule that includes flexible start and end times.
Remote work program
In an effort to keep our employees safe during the current health crisis, our Chicago team is currently working remotely.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Employees are eligible for medical, dental and vision on the first of the month after 30 days of employment.
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 3 weeks of paid parental leave to employees who give birth to a child, committed partners of someone who gave birth, and parents who adopt, foster or become parents through surrogacy.
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Beyond Finance keeps a stocked kitchen full of snacks, tea and coffee.
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within

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