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Job Title: Practice Leader / Client Success Leader
Vertical: Retail
Position Type: Full Time / Exempt
Location: Work From Anywhere – US
About The Role:
The Practice Leader is a critical senior role leading Client Success for the Retail industry, with a focus on enabling strategic planning, driving revenue retention, risk mitigation, revenue growth, building client relationships and tracking and reporting on key performance indicators for the team’s overall books of business.
The Practice Leader is a critical senior role leading Client Success for the Retail industry, with a focus on enabling strategic planning, driving revenue retention, risk mitigation, revenue growth, building client relationships and tracking and reporting on key performance indicators for the team’s overall books of business.
This Is What You’ll Do:
- The Client Success Leader will be responsible for leading a team of Client Success Partners and Client Success Associates, who manage and support the relationship with Sterling’s client in the Retail industry.
- This position requires strategic collaboration with other members of Client Success leadership, Marketing, Sales, Technology, Product and Operations.
- Implement and drive retention and growth strategies across your Client Success team
- Track the success of strategies through revenue achievement, key performance metric tracking and direct client engagement and feedback.
- Maintain CS territory assignments and key productivity ratios for your Book of Business, treating each customer with care.
- Forecast revenue projections for the book of business based on industry trends, seasonality, upsell/cross-sell projections and client-specific events and feedback.
- Proactively monitor and renew contracts to drive long-term partnerships and revenue growth across the customer base.
- Partner with senior leadership to identify opportunities for internal process improvement. Facilitate successful implementation of new processes through collaboration with revenue operations and enablement teams, ensuring a well-defined, efficient rollout plan is in place for launch.
- Provide expertise in the Retail industry to help customer’s maintain best practice programs, benchmark against industry peers and mitigate hiring and employee retention risk.
- Understand each client’s organizational dynamics and business goals to provide program, service and technology recommendations to promote safety and drive efficiency by leveraging Sterling’s suite of products and services.
- Identify and develop multi-level relationships with key decision makers and decision influencers to strengthen client partnerships, ensure retention and grow the business.
- Create strategic account plans as a roadmap to grow customer revenue and deliver world class customer satisfaction.
- Conduct regular business reviews using value add propositions to mitigate client risk and enhance background screening programs.
- Grow customer book of business to target, driven by existing revenue retention and growth from the customer base, in conjunction with supporting faster time to revenue for new business.
This Is What We're Looking For:
Proven track record of success, consisting of:
- 3+ years of experience leading Client Success /Account Management team
- Achievement against revenue retention and growth targets
- Expert organizational and time management skills
- Strong analytical skills, with ability to interpret business performance, identify business opportunities/issues, design appropriate support and growth strategies, and execute/optimize based on results
- Demonstrated project management abilities
- Sound business decisions based on data, statistics, market knowledge and overall business impact
- Must have excellent communication and professional writing skills
- An individual who does well under pressure with time-sensitive projects
- Strong proficiency in excel, Salesforce, and PowerPoint
- Experience successfully managing corporate initiatives
- Four-year college degree from an accredited university is strongly preferred
The base pay range for this position is $110,000 to $130,000. Base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base pay, this role is eligible to participate in the Annual Incentive Plan. A full range of benefits including but not limited to medical, financial, unlimited sick time, 22 days’ vacation annually (for FT workers; prorated 1st year of employment), parental leave and other benefits are also provided. This information is provided per several state and local Equal Pay and Pay Transparency Laws. Base pay information is based on market location. Applicants should apply via Sterling’s internal or external careers site.
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Equal Employment Opportunities at Sterling
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.
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Equal Employment Opportunities at Sterling
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.
Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
