Plutus21 Partners is seeking a driven and people-focused leader to manage our SME Account Management team.
As the Team Lead, you will be responsible for the performance, development, and day-to-day management of a team of SME Account Managers who support a high volume of renewals and customer growth. You will play a pivotal role in coaching the team to success, driving operational excellence, and ensuring we deliver measurable customer outcomes. This role reports to the Director of Account Management and contributes to strategic planning and execution across the SME customer segment.
This role follows Eastern Standard Time (EST) business hours.
Key Responsibilities:
- Lead, coach, and develop a team of SME Account Managers to exceed retention and growth goals.
- Conduct regular 1:1s, performance reviews, and ongoing skills development to elevate team capability.
- Own and manage account coverage assignments and reassignments to optimize workload and ensure full coverage.
- Step in to directly manage select accounts as needed to balance volumes or support team bandwidth.
- Monitor team and individual performance metrics; proactively identify risks and opportunities.
- Resolve personnel issues locally and collaborate with HR as needed.
- Coordinate with internal stakeholders across Customer Success, Sales, and Product to remove blockers and drive alignment.
- Report to the Director of Account Management and contribute to annual planning, including headcount, process improvements, and territory strategy.
- Uphold a culture of accountability, customer-centricity, and continuous improvement within the team.
Required Skills & Experience:
- 4+ years of experience in customer-facing roles, with at least 2 years in people management or team lead capacity.
- Proven track record of coaching and leading teams in a high-volume B2B account management or customer success environment.
- Strong operational mindset with experience balancing team bandwidth, coverage, and customer outcomes.
- Excellent communication and interpersonal skills across all levels of an organization.
- Skilled at resolving personnel matters and fostering a collaborative, performance-driven team culture.
- Experience with Salesforce or similar CRM platforms for pipeline, renewal tracking, and performance reporting