Senior Manager, Client Services

About Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe, Toptal is the world’s largest fully remote workforce.

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.

Job Summary:

Are you a passionate sales leader obsessed with creating an all star sales team? Join Toptal and build your skills at one of the world’s fastest-growing and most innovative professional service companies. We are looking for a Senior Manager, Client Services to join our team!

As a Senior Manager, Client Services, you will play a crucial role in leading and managing a team of Account Managers in our SMB Sales function. Working closely with Finance, Matching, Legal, and Inbound Sales Teams, you will be helping grow Toptal’s business through client expansion and retention. You will provide guidance, support, and leadership to the Account Managers within your team by coaching and mentoring them to help them develop their skills and achieve their goals. Your expertise and leadership will be instrumental in driving the success of the business.

To excel in this leadership position, you should have a strong background in tech sales and consulting, and experience leading Strategic Account/Relationship Management teams for SMB clients. The ideal candidate is a high-energy sales leader with proven success building efficient, top-performing sales teams. This role also requires a solid understanding of software development best practices to help consult with the team on strategies for client success. Reporting to the AVP, SMB Client Services, you will ensure that your team members meet their targets and deliver exceptional customer experiences, while also supporting larger operational needs required to scale the business. Your management skills and ability to inspire, motivate, and hold the team accountable will be key to your success.

This is a remote position. We do not offer visa sponsorship or assistance. Applicants must be authorized to work in the US at the time of hire. Resumes and communication must be submitted in English.

Responsibilities:

The following information is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or required skills.

• You’ll be in the driver’s seat and expected to develop and set the direction for an efficient, high-performing team, united within the broader Client Services sales function. You will be expected to lead by example, diving in deep to demonstrate desired behavior, as needed.
• Coach, drive, and support 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.
• 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 the achievement of team revenue targets.
• Anticipate operational problems and identify opportunities for improvement through detailed knowledge of clients’ businesses. You will need to support your team’s consulting capabilities, presenting technical delivery solutions when needed and bringing creative ideas on how to increase client engagement.
• Accomplish work objectives through leading and supervising other Toptal team members within SMB Client Services.
• Assign, delegate, oversee, and monitor work.
• Coach and mentor team members, provide feedback, conduct performance reviews, and implement performance improvement plans, if needed.
  
  

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 key members of the Account Management team on a 1:1 basis.
  
  

In the first month, expect to:

• Set a team culture for your team to grow and achieve success.
• Coach your team on specific call feedback with a lens on identifying and closing opportunities.
• Establish a consistent accountability cadence with your team to ensure progress toward your quarterly targets.
  
  

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 across the company.
• Implement account playbooks, revise sales activities, and establish winning client engagement strategies.
• Mentor, coach, and train members of your team to deliver results. Set goals for individuals to drive them toward target performance levels.
• Coach and train your team members on the high-value sales skills to develop talented potential into world-class sales professionals.
• Deliver presentations to 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 model to carry out your crafted strategy within the broader team framework.
• Regularly assess team performance against 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.
• Dig deep into top accounts with your team members during regular account reviews, to discuss creative strategies for client account retention and growth.
• Analyze client dispute data to minimize dispute recurrence and maximize net revenue.
  
  

In the first year, expect to:

• Have built a high-performing team with growing client accounts and a track record of successful delivery, satisfied clients, and positively engaged team members.
  
  

Qualifications and Job Requirements:

• Bachelor’s degree is required.
• 5+ years of cumulative experience in either Account or Relationship Management roles, showcasing a profound understanding of client needs and fostering positive relationships.
• 3+ years of experience leading a sales team with a demonstrated history of overachieving revenue based quotas and fostering a strong team culture.
• 2+ years of experience in a software consulting or sales role, demonstrating proficiency in navigating the software project management life cycle.
• Comprehensive ability to quickly understand client intent/needs and convert them into actionable material and detailed content for sales proposals or client calls.
• Coach at heart; you like to continuously learn and share your knowledge with others. You have experience coaching full cycle sales teams to include disciplined outbound strategies, purposeful call discovery, and effective pipeline management.
• A client-centric mindset. Our clients’ businesses and needs must be a high priority to you and your team.
• Belief in disciplined adherence to process and realize that success in a high-volume sales role requires the ability to consistently execute day in and day out.
• Bias toward action; when in doubt you aren’t afraid to roll up your sleeves and do the work.
• Optimistic and ambitious in the face of change – promoting new sales offerings, updating team strategies to drive growth, and setting challenging targets.
• Problem solver. When presented with a problem, you identify potential solutions rather than escalating issues with no analysis or review.
• Strong experience in managing stakeholders across geographically dispersed virtual teams.
• Self-motivated, quick-thinking, with the ability to thrive in a fast-paced work environment. Having exceptional time management skills is required to achieve success in this role.
• Outstanding written and verbal communication skills.
• Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.
• You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.
  
  

Essential Job Functions

• Regularly and reliably attend scheduled virtual team meetings on camera.
• Work independently with minimal supervision.
• Use all required digital collaboration tools.
• Prioritize and self-manage workflows and deadlines.
  
  

US FLSA Classification: Full-Time/Exempt

This position receives a base salary and is also eligible to receive a discretionary bonus. The US-based salary range for this full-time position is $120,000 - $150,000 per year. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Applications are accepted on an ongoing basis. Please note that the US-based salary range does not include the value of Toptal’s benefit offerings. In the US, Toptal’s benefit offerings include participation in a 401(k) retirement plan; medical, dental, and vision health insurance plans; basic life insurance coverage and short-term and long-term disability coverage; access to flexible spending, dependent care, and health savings accounts; access to telehealth virtual doctors; an employee assistance program; and flexible paid time off.

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