Customer Management Team Leader

About the role

The Customer Management Team Leader will act as the primary liaison between sales account executives and customers, ensuring service delivery meets contractual expectations and driving continuous improvement across operations.

Key responsibilities

• Analyze customer data and historical reports to identify process and system gaps.
• Partner with Account Executives to meet service contracts, SLA, and branding requirements.
• Lead contract renewal negotiations for non‑targeted contracts, handling documentation and approvals.
• Prepare and present client portfolio performance review reports.
• Apply project management skills to support business and customer objectives.
• Coordinate with internal partners (Support Center, Armored, Cash, Marketing, etc.) and oversee billing verification against contracts.
• Manage installation and product delivery activities to ensure customer satisfaction.
• Serve as escalation point for customers, maintaining strong relationships across operational delivery lines.

Required profile

• Excellent analytical, organizational, time‑management and problem‑solving abilities.
• Fluent written and spoken English with strong presentation skills.
• Bachelor’s degree preferred.
• 5‑8 years of experience in account management, operations or client service.
• Ability to read and interpret contracts, profit/loss statements and invoices.
• People‑management experience with a desire to lead a team of account managers.

Required skills

• Proficiency in Microsoft Office applications.
• Advanced Excel capabilities.