Client Success Team Lead

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US

2 days ago Requisition

The Company:

TMA Systems (TMA) is a technology company located in Tulsa, Oklahoma. For more than 30 years, TMA has been transforming organizations by providing facility professionals with the most technologically advanced Maintenance Management solutions available.

Utilizing WebTMA, TMA’s flagship solution, organizations can manage their strategic assets throughout their entire lifecycle. Our comprehensive web-based solutions are tailored to a variety of industries that have a desire to effectively streamline maintenance operations. TMA is setting new standards for organizations to account for, maintain, and extend the useful life of their physical assets. In a budget conscious world, TMA provides a solution that will maximize return-on-investment (ROI).

We are a global organization with over 1,500 clients that has developed industry-leading solutions based on what our clients need to be successful. How do we achieve this? We solicit our clients and take the time to understand how our products are used in their business; coupled with a culture that produces world-class people with a client-service mindset. At TMA we realize that success is only possible with team members that share our passion for excellence.

Why work at TMA Systems?

• Competitive compensation plan.
• Employer paid benefits: health, dental and vision.
• Career progression/internal mobility opportunities.
• Inclusive work environment.
• Volunteering opportunities.
• Company/team building events.
• This role allows employee to have a hybrid remote working option (work from home and work from office options).

SUMMARY

We are seeking an experienced and motivated Client Success Team Lead to provide leadership, coaching, and operational guidance to a team of Client Success Managers while maintaining a portfolio of strategic client relationships. This role is responsible for driving team performance, fostering employee growth and development, managing client escalations, and ensuring consistent execution of Client Success processes and best practices. The Team Lead collaborates closely with leadership and cross-functional teams to improve client outcomes, support organizational objectives, and promote a culture of accountability, customer focus, and continuous improvement.

Based on current internal Team Lead responsibilities, the role includes team leadership, people management, risk governance, operational reporting, and process ownership activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develops and manages client information within CRM/CSM platforms (Salesforce, Gainsight)
• The Client Success Manager (CSM) will be responsible for proactively engaging clients and serve as a trusted advisor to our clients, leading to strong adoption of our products.
• Leverages deep business and industry knowledge to partner with clients to help increase sustainable proven value, so they achieve their strategic goals and desired outcome through their interactions with the WebTMA software.
• Create success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Provide a yearly or quarterly business review with the key stakeholders.
• Understand and be able to clearly articulate the TMA value proposition.
• Consult with clients to understand learning goals, success criteria, and program strategy to ensure client success in maximizing the value of TMA solutions.
• Ensure satisfaction with our products and services, coordinate with internal resources to product prompt resolution of open issues
• Conduct virtual…