• Job Description

  Req#: 5001030570106

  Job Description

  O.C. Tanner's Client Success department's rapid evolution has led to exciting opportunities as we focus on strategic growth, smart solutions, and dynamic teams. We are seeking skilled and motivated individuals to join our leadership team as we re-introduce the team manager position in several teams. This role will participate in the inaugural round of the Client Success leadership development program. Managers will be active contributors to Account Management teams, providing team manager support in a rotation among three key teams, while participating in dedicated leadership training courses. Ideal candidates are skilled communicators, action-oriented, and advocates for our team members and clients. A natural propensity for inspirational and "hands-on" leadership with a humble mindset are necessary for learning and growth.

  Duties:

  • Gain an in-depth understanding of internal O.C. Tanner processes and department functions, contributing to organizational efficiency and effectiveness.
  • Contribute to the implementation and development of the leadership rotation procedures for the affected teams by working with team directors and department L&D to identify and document team manager responsibilities. Leverage the established documentation and procedures in future rotations.
  • Meet with Director to offer insights on team member knowledge and skills as insights are gathered through assessment of team questions, process challenges, recurring issues, client management, etc.
  • Coordinate learning opportunities with department L&D and Process teams to reduce team and team member knowledge gaps and strengthen skillsets.
  • Coordinate administrative team tasks -- information gathering, management of routine team member functions, team feedback solicitation, scheduling of different team meetings.
  • Seek efficiencies and drive process improvements with the team.
  • Participate in team member growth and development via scenario-based training, role playing in preparation of actual client work, and support analyses of client data.
  • Work with team members regarding their responsibility to adhere to internal systems and tools -- Quality reporting, improvement systems, client defects, case management, client documentation, etc.
  • Demonstrate proactive leadership in ensuring operational excellence, quality assurance, and continuous improvement assigned teams.
  • Work with the team to develop and refine client support strategies, best practices, and innovative approaches to enhance client satisfaction and revenue growth.
  • Assist team directors and members in addressing client concerns and escalations promptly and effectively, finding resolutions that align with both the client's needs and the company's goals.
  • Other duties as assigned.

  Job Requirements

  Leadership Development:

  • Display exceptional mentorship and leadership skills, fostering growth and development among assigned team members.
  • Attend and complete all required Client Success leadership development sessions on-time.
  • Participate in company-facilitated leadership program with 100% attendance/completion.
  • Gain a strong understanding of department and team needs and proactively contribute to problem-solving to elevate the employee and client experience for all.
  • Grow your personal business-acumen by applying learned concepts to everyday work situations under the supervision of a senior Client Success leader.
  • Develop extensive knowledge of O.C. Tanner intellectual property and serve as a key ambassador of this content among the teams you serve.
  • Learn to facilitate high-stakes meetings, internally and externally, with confidence and finesse, driving actionable follow-ups and impactful outcomes.
  • Develop a refined client-facing skill set that manages the best interest of O.C. Tanner and the clients. Learn to create and implement success plans that align with business objectives, ensuring a long-term, strategic partnerships.
  • Build a well-respected reputation within the O.C. Tanner organization that is enthusiastically supported by immediate and cross-functional peers and leaders.
  • Act as the voice of the client within the organization, effectively conveying their needs, feedback, and challenges to cross-functional teams including Product, Sales, and Marketing. Ensure the client's voice is taken into consideration during product development and enhancement processes.
  • Gain a strong understanding of the Sales and Client Success dynamic and find ways to ensure meaningful collaboration to identify upsell and cross-sell opportunities within the client base.
  • Collaborate with peer group during leadership development initiatives to assist with collective success and growth.
  • Establish and maintain an "accountability partnership" as guided and approved by direct supervisor.

  Knowledge, Skills, and Abilities:

  • Passion for learning with a willingness to read, watch, comprehend, and digest designated content for individual growth. Possess a natural curiosity to gather deeper insights.
  • Demonstrates exceptional leadership, autonomy, and initiative in driving departmental and company-wide goals.
  • Has self-awareness of impact of personal influence and adapts to situations accordingly.
  • Accepts feedback with the spirit it is intended to ensure ongoing growth and development. Can discern between effective and ineffective methods that contribute to your own growth.
  • Ability to engage with internal and external leaders, cultivating relationships that drive mutual success.
  • Champion the optimization of processes, utilizing independent thinking and innovation to streamline operations.
  • Lead by example by maintaining an empathetic, yet positive attitude when coaching individuals and during all interactions.
  • Collaborate with cross-functional teams to optimize communication and results.
  • Understanding of your role and responsibility within the larger Client Success leadership team and offer support, effort, and time commensurate with team and department needs.
  • Proficiency in coordinating administrative tasks, gathering information, and managing team communication.
  • Strong skills in individual project management and organization to effectively balance multi-directional dependencies.

  Experience & Education:

  • 3+ business environment experience.
  • Bachelor's degree or equivalent work experience in addition to business experience.

  Essential Functions/Working Conditions:

  • Must be located along the Wasatch Front with the ability to be in office M-W and for infrequent occasions on Thursday or Friday.
  • Office type work requiring long periods of sitting at a computer, typing, etc.
  • Occasional availability outside of standard business hours for escalation assistance.

• About the company

  OC Tanner Company is an employee recognition company based in Salt Lake City, Utah.

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