Senior Team Lead, Account Executives

About the Team/Role

The Senior Team Lead is responsible for leading a team of Account Executives, ensuring client success, satisfaction, and growth within the team's portfolio. This role oversees strategy, drives customer engagement, and ensures team performance. The Senior Team Lead plays a key role in strategic decision-making, cross-departmental collaboration, and helping clients fully leverage WEX's solutions to meet their business needs. The ideal candidate will have strong leadership abilities, a customer-focused mindset, and a track record of driving successful outcomes.

How you'll make an impact

• Leadership & Strategy

  • Lead and mentor a team of professionals, fostering a collaborative and results-driven environment.

  • Develop and execute strategies for customer engagement, retention, and growth.

  • Establish team goals and performance metrics to drive accountability and success.

  • Provide regular coaching, feedback, and career development opportunities to team members.

  • Participate in strategic decision-making regarding solutions for clients.

• Customer Relationship Management

  • Oversee the development and maintenance of strong, long-term relationships with key clients.

  • Ensure the team acts as the primary point of contact for clients, delivering exceptional customer service and support.

  • Actively engage with customers by regularly joining your team on customer business reviews and check-ins, while monitoring team performance to ensure customer satisfaction and value realization.

  • Adhere to security policies and ensure world-class customer service standards are met.

  • Coordinate with the department to ensure clear communication and process adherence.

  • Participate in addressing client/partner escalations as needed.

  • Review customer health and ensure appropriate plans are in place.

• Customer Advocacy & Feedback

  • Act as a senior advocate for clients within WEX, ensuring their needs and feedback are incorporated into product development and service enhancements.

  • Collaborate with cross-functional teams (e.g., Product, Sales, and Support) to align client needs with business objectives.

  • Work with system leaders, department managers, and development coordinators to identify enhancement or fix requests needs for clients/partners.

  • Develop and interpret operational metrics to ensure operational efficiency and assist in staff forecasting.

  • Review key accounts holistically, identifying trends and opportunities.

• Performance Monitoring & Reporting

  • Establish processes for tracking key customer success metrics, analyzing performance, and identifying trends or potential issues.

• Retention & Growth

  • Drive strategies for increasing customer retention and identifying opportunities for growth.

  • Collaborate with the Sales team to identify and pursue upselling and cross-selling opportunities, encouraging warm introductions through your team.

• Problem Resolution

  • Guide the team in addressing and resolving any client concerns or challenges, ensuring that internal teams work together for timely resolutions.

  • Serve as the first escalation point for customers, taking ownership of critical issues and providing necessary oversight and direction.

Experience you'll bring

• High school diploma, Bachelor's degree preferred

• 5+ years of experience in customer success, account management, or related roles.

• 2+ years in a leadership role, managing a team.

• Industry knowledge in Healthcare or Benefits is highly desirable

• Leadership & Team Management:

  • Proven ability to lead and develop a high-performing team.

  • Experience in setting clear expectations and managing team performance.

  • Provide informal and formal team member coaching and performance management to promote individual and company success.

  • Motivate others to reach beyond their current level of performance through positive coaching.

  • Evaluate staff performance through continuous feedback.

  • Conduct one-on-one meetings with all direct reports on a monthly frequency.

• Communication:

  • Exceptional verbal and written communication skills, with the ability to present complex information clearly and persuasively to both clients and internal stakeholders.

• Strategic Thinking:

  • Ability to think strategically and develop long-term customer success plans.

  • Strong analytical skills to assess client data, identify trends, and make informed decisions.

• Problem-Solving:

  • Advanced problem-solving skills, with the ability to manage and resolve conflicts effectively.

• Organizational Skills:

  • Excellent organizational and time management skills, with the ability to manage multiple client needs and team demands simultaneously.