Join Impact Clients as the Head of Delivery, leading fulfillment teams in a mission to empower entrepreneurs. Drive team success through effective coaching, outcomes-based strategies, and scalable systems. In this full time role, you will oversee a team of 15-30 customer success managers and coaches at Impact Clients.
Your leadership will focus on enhancing client retention, managing refund situations, and owning departmental KPIs with clear reporting. This position is perfect for natural operators looking to influence results in a fast-paced environment. Key Responsibilities:
- Lead and coach customer success managers on key processes
- Build middle management through hiring, training, and promotions
- Manage client escalations and retain revenue effectively
- Own KPIs related to retention and renewals
- Collaborate with Sales and Marketing to enhance operational effectiveness Requirements:
- Proven experience leading 20+ individuals in service roles
- Strong systems-building and process optimization skills
- Ability to handle client objections and escalations
- Willingness to be hands-on in team operations
- Familiarity with AI and SaaS tools As Head of Delivery, you will shape impactful outcomes while driving team engagement at Impact Clients.