Client Success Lead

Tential Solutions; Pensacola (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Tential Solutions is seeking a Client Success Lead to ensure high-quality service delivery and client satisfaction. You will build strong relationships with hiring managers and HR teams, resolve day-to-day issues, and drive consultant retention through coaching and performance management.

You will report to delivery leadership, liaise with client programs, and serve as the primary point of contact for employee matters, ensuring effective communication and problem-solving.

Qualifications

• Bachelor’s degree preferred.
• 2+ years’ experience in administrative and/or customer service roles.
• Experience in or with Human Resources is a plus.
• Experience leading processes, teams, or programs with accountability.

Responsibilities

• Establish and develop relationships with hiring managers and stakeholders.
• Promptly address and resolve employee issues and escalate when needed.
• Ensure onboarding processes, including first-day readiness and training attendance.
• Coordinate schedules for new-hire badge appointments and onboarding.
• Support client supervisors to drive consultant retention through coaching and feedback.
• Conduct bi-weekly reviews with supervisors to drive performance improvement.
• Serve as primary contact for HR-related issues, including attendance and ADA requests.
• Provide regular reporting to delivery leadership and client programs.

Skills

Leadership

Communication

Customer service

Active listening

Relationship building

Problem solving

Education

Bachelor’s degree

Tools

MS Office

Job description

As the Client Success Lead, you will play a pivotal role in ensuring the delivery of high-quality service to our client, directly contributing to their satisfaction and success. Your responsibilities will include building and nurturing relationships with both hiring managers and HR teams, resolving day-to-day issues, ensuring smooth new hire processes, and driving consultant retention through coaching and performance management. Reporting to the supervisors and liaising closely with delivery leadership and client programs, you will be the primary point of contact for employee-related matters, ensuring effective communication and problem-solving.

Key Responsibilities

• Establish and develop relationships with hiring managers and stakeholders to expand the program’s reach and impact.
• Promptly address and resolve employee issues, reporting them to respective supervisors for resolution or escalating as needed.
• Achieve the required first-day KPI by ensuring all trainees arrive for their first day of training, demonstrating accountability for successful onboarding processes.
• Coordinate and schedule badge appointments for new hires, ensuring they are fully prepared for their first day of training.
• Achieve consultant retention metrics by providing support to client supervisors through coaching, counseling sessions, and by conducting contract terminations.
• Conduct bi-weekly meetings with supervisors to review employee performance and to establish actionable feedback and accountability for performance improvement.
• Act as the primary point of contact for human resource-related issues, including ADA requests and managing attendance situations, demonstrating accountability for effective resolution.
• Provide regular reporting for delivery leadership and client programs, offering insights into service delivery outcomes and being accountable for meeting client expectations.

Education & Experience

• Bachelor’s Degree is preferred.
• 2+ years’ experience working in an administrative and/or customer service capacity.
• Experience working in or closely with Human Resources is a plus.
• Demonstrated experience leading processes, teams, or programs, showcasing leadership and accountability without necessarily being in a managerial role.

Qualities & Competencies

• Communicate clearly and persuasively, both verbally and in writing, ensuring messages are understood while fostering positive relationships with clients and colleagues.
• Customer-centric approach, consistently deliver exceptional service experiences.
• Actively listens to understand needs, negotiates effectively to reach mutually beneficial agreements, and delivers the appropriate message.
• Demonstrates proficiency in MS Office Applications (Word, Outlook, PowerPoint), utilizing tools efficiently to enhance productivity and communication.
• Pays close attention to detail while working in a fast-paced environment, adapting quickly to changing priorities and ensuring accuracy in all tasks.
• Able to travel less than 5% of the time (domestically).