Spear is one of the world’s most respected providers of continuing education and support to dentists and their teams, helping them pursue and achieve great dentistry. Spear leads the way with an exceptional curriculum, inspired faculty and on-demand learning.

The Spear Customer Success Team Lead will drive a customer centric mentality to improve the usage of Spear Services by members and as a result achieve Spear Key Targets. This person is responsible for ensuring all CSMs understand and are following SOPs in order to execute activities at a high quality level along the entire customer journey. 

• Help build a positive, collaborative, and constructive departmental culture by being role models, and advocates 
• With CSDs, help ensure compliance to CS standard operating procedures and guidelines 
• Monitor daily digital for CSM trends and assist CSMs with establishing commits so that the department targets are met and CSMs are creating realistic commits for accountability 
• Establish a clear plan by CSM monthly with regard to focal points for that given month that is reviewed and approved by the CSD 
• Provide direct feedback to CSDs on CSMs' strengths, areas of opportunity, responsiveness to coaching, and quality of follow through to be incorporated into the CSD:CSM 1:1s 
• Ensure CSM's successfully manage their Books of Business according to CS SOP's throughout the customer journey 
• Demonstrate proficiency and technical excellence with regard to all new product / content launches (attend all training, partnering with SMEs from product/content) 
• Develop and drive continuous improvement of call quality monitoring approach by standardizing the TL SOP on call quality assessment formats, documentation of findings, etc. 
• Partner with Training and QA for training/coaching content and insights to help CSM's succeed in their role by identifying training needs, leading small group training as designated by leadership or assisting with preparation of training materials. 
• Partner with Support department to surface & resolve key issues and close out reactive items that inhibit the CSMs from being proactive in their role 
• Assist CSDs in the coordination and execution of team huddles, 1:1s, Team Building events, Town Halls, etc. 
• Develop process for sharing best practices that can be used to improve onboarding SOP and onboarding quality (call quality + content) to achieve and sustain Green customer health during first 90 days 
• Support CSM's to Onboard 80%+ of all customers within 60 days to ensure familiarity of the products and services that lead to Green customer health 
• Effectively Leverage evaluations from the QA team on call quality and adherence to SOPs to improve team effectiveness in onboarding by jointly developing and administering coaching plans in partnership with CSDs 
• Support CSM's to follow defined processes, procedures, and policies that optimize the CS journey and proactive services that build value 
• Identify areas of weakness in the department and/or at individual CSM level regarding post-onboarding activity and partner with CSDs/training to develop an approach to improve CSM effectiveness 
• Work with Training and QA to help coach CSM's to impact our customers' success against their desired outcomes 
• Assist CSM's to ensure that they are maximizing % of Green health customers leveraging Omnichannel (phone/email/text) outreach 
• Assist CSD to ensure CSM's are updating Strikedeck Status and Pulse 100% within the first 90 days of membership and continuously update them real time during any client interaction points. 
• Partner with CSDs on developing, monitoring and addressing any CSM coaching plan items that pertains to the achievement of client health 
• Partner with marketing/content to ensure that CSMs understand the value proposition of every product and service offered 
• Partner with CSDs and CSMs in the book review process to ensure all CSMs achieve Tier 2+ with regard to their quarterly bookings target 
• Lead partnership with CSMs from an SME point of view on At Risk members and clubs to determine plan to address and eliminate risk 
• Ensure CSM's are following Pre-Renewal processes (120 days from date of renewal) by re-orientating members with low/no usage getting them back to value. 
• Assist to reduce cancels and non-renewals by following defined escalation processes for situations out of the realm of control for CSMs 
• Help drive 100% on-time (or early) renewals at the defined average target price for products/services 
• Identify coach areas to improve CSMs ability to maximize their pipeline for member adds with focus on adding 1,501 new members into existing clubs (2 per club: averaging 8.5 per club) 
• Create collaborative process as a co-lead with the CSDs to improve client communication flow between MP Coaches, CSMs and new business team that ensure all new MP leaders form clubs within 90 days and achieve 20 members after 12 months in the program 
• Educate CSMs on how to partner with Study Club leaders to identify prospective new members and adopt best practices to add them to existing clubs within 14 days of identification as a prospect 
• Teach CSMs how to identify Masters Program participants so they can attend MP1 workshop 
• Teach CSMs how to get their members to register and attend Seminars to drive $6.24M in Seminar Registrations in FY 2019, with 70% hard commit from Study Club members 

• Must be a Customer Success Manager 2 or higher 
• Must be meeting or exceeding expectations in current role 
• Experience and proven success with coaching and training customer success teams 

What Spear Offers: 

• Beautiful Facility 
• Company Sponsored Events (Think costume contests, holiday parties and 5k’s!) 
• 24 Hour Onsite Gym 
• The Most Amazing Coworkers Around! 
• Spear Cares 
• Final 30 (A great way to wrap up a productive week!) 
• Great work/life balance 
• Regular Townhalls and CEO Lunches 
• Career Development Pathways (Want to grow?  We can make that happen!) 
• And much more!!