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SMB Client Services Team Manager
Now hiring

SMB Client Services Team Manager

About Toptal

Toptal is a global network of top freelance talent in business, design, and technology that enables companies to scale their teams, on-demand. With $100+ million in annual revenue and over 40% year-over-year growth, Toptal is the world’s largest fully remote company.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

Position Description

We are looking for a Client Services Team Manager to join our energetic, rapidly-growing SMB team! In this role, you will be responsible for a team of high-performing Account Managers and Senior Account Managers; coaching, training, and developing each team member to reach their full potential. You will ensure client satisfaction and secure valuable revenue through your clients’ businesses. The ideal candidate for this role is a high-energy sales leader with proven success in building efficient, top-performing client services and account management teams. This role is perfect for someone who thrives in a fast-paced environment, naturally leads by example, and isn’t afraid to work alongside their team when needed.

This is a remote position. However, we require applicants to reside in-market. We are unable to provide visa sponsorship. Resumes and communication must be submitted in English.

Responsibilities:

Your responsibilities include but are not limited to:

Leadership: As a Client Services Team Manager, you’ll be in the driver’s seat and expected to develop and set the direction for an efficient, high-performing team.

Team Management: You will coach, teach, and train your team members. Since it’s not always smooth sailing, you must also be comfortable taking appropriate action when individual performance is not meeting expectations.

Client Satisfaction: Clients are at the heart of everything we do. You will maximize customer satisfaction and engagement with Toptal products and services while ensuring the provision of quality customer service and securing profitable revenue through the management of internal customer unit resources.

Client Knowledge: Anticipates operational problems and identifies opportunities for improvement through detailed knowledge of clients’ businesses.

Talent Development: You’ll have an active role in recruitment, onboarding, and talent development for team members. You’ll also have the opportunity to give performance evaluations, offer coaching and collaboration with training programs.

In the first week, expect to:

  • Complete our personalized sales training program, and gain an understanding of who our clients are and why they choose Toptal.
  • Complete Toptal’s vertical-specific training, familiarizing yourself with the full range of offerings we make available to our clients.
  • Have met with every member of the Account Management team on a 1:1 basis.

In the first month, expect to:

  • Complete our personalized sales training program, and gain an understanding of who our clients are and why they choose Toptal. Understand our business model
  • Complete Toptal’s vertical-specific training, familiarizing yourself with the full range of offerings we make available to our clients.
  • Have met with every member of the Relationship Management team on a 1:1 basis.

In the first three months, expect to:

  • Coach your team to execute a growth strategy for SMB with input from other Senior Leadership Team members within SMB and Growth, Talent Operations, and Product.
  • In partnership with sales enablement and operations, implement account management playbooks, revise sales activities, execute key revenue programs with supporting metrics to impact the business, and establish winning client engagement strategies.
  • Mentor, coach, and train members of your team to deliver results and execute the strategy. Set goals for individuals within Relationship and Account Management.
  • Coach and train your team on the standard sales process and professional skills to develop talented potential into world-class sales professionals.
  • Deliver presentations to cross-departmental business partners covering metrics, key takeaways, and action plans based on data analysis.

In the first six months, expect to:

  • Implement and execute a strong operating framework to carry out your crafted strategy.
  • Regularly assess team performance against previously determined Key Performance Indicators and partner with sales enablement and operations to continuously improve.
  • Continue to build, coach, and mentor team members guiding them to achieve greater success.

In the first year, expect to:

  • Have built a strong, high-performing team with client accounts and a track record of successful delivery, satisfied clients, and positively engaged team members.
  • Have built an elite, high-performing team, while continuing to grow your team’s portfolio and revenue.

Requirements:

  • The ideal candidate will have 2-3 years of experience leading a sales team.

  • Previous software or tech-related sales experience and education are a plus.

  • You are a coach at heart; you have an unquenchable thirst to continuously learn and share your knowledge with others.

  • You are client-centric. Our clients’ businesses and needs must be a high priority to you and your team.

  • Problem Solver. When presented with a problem, do you focus on the solution or the problem? In this role, you’ll be faced with new challenges, and finding a creative solution will be key to keep up with our business’s momentum.

  • You thrive in a fast-paced environment. We are growing rapidly as a company and, as a result, we move quickly. Having exceptional time management skills is key to being successful in this role.

  • You don’t take yourself too seriously; you have a sense of humor and are comfortable with sarcasm. This position does sit on our Sales teams, after all.

For Toptal Use Only: #LI-REMOTE #smbest #smbcst #smbmst #smbpst #LI-DN1

Who You Will Work With

Sean Middleton

Sean Middleton

Chief Revenue Officer

As Toptal's Chief Revenue Officer, Sean is responsible for strategy, sales, and client success. He works closely with the executive team to ensure their growing client portfolio has access to the best talent in the world. Before joining Toptal, Sean spent ten years at Cognizant, where he played various roles, including President of their new Accelerator business division and COO of their Digital Business transformation service line. Sean earned a BS in Computer Science from Cornell University and an MBA from the Wharton School at the University of Pennsylvania.

Ashlee Horn

Ashlee Horn

Head of SMB

As Head of SMB, Ashlee Horn leads our inbound sales, as well as our client and relationship management teams. Ashlee joins Toptal from Gartner Research and Advisory, a $4B organization that advises the executives of the world’s leading companies on critical technology and business decisions. As a Regional Vice President at Gartner, Ashlee led multiple account management teams in the high-tech vendor division. She brings experience scaling teams in a rapid growth environment while working with emerging and midsize customers. Ashlee has a degree in Neuroscience and Psychology from the University of Miami.

View the Whole Team

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Working at Toptal has been the best experience of my career. Every day I'm surrounded by intelligent, thoughtful, and hard-working colleagues that push me to be better.

Jordan Lyons

SEO Manager