The Company:
TMA Systems (TMA) is a technology company located in Tulsa, Oklahoma. For more than 30 years, TMA has been transforming organizations by providing facility professionals with the most technologically advanced Maintenance Management solutions available.
Utilizing WebTMA, TMA’s flagship solution, organizations can manage their strategic assets throughout their entire lifecycle. Our comprehensive web-based solutions are tailored to a variety of industries that have a desire to effectively streamline maintenance operations. TMA is setting new standards for organizations to account for, maintain, and extend the useful life of their physical assets. In a budget conscious world, TMA provides a solution that will maximize return-on-investment (ROI).
We are a global organization with over 1,500 clients that has developed industry-leading solutions based on what our clients need to be successful. How do we achieve this? We solicit our clients and take the time to understand how our products are used in their business; coupled with a culture that produces world-class people with a client-service mindset. At TMA we realize that success is only possible with team members that share our passion for excellence.
Why work at TMA Systems?
- Competitive compensation plan.
- 401(K) Contribution.
- Employer paid benefits: health, dental and vision.
- Professional development plans.
- Career progression/internal mobility opportunities.
- Inclusive work environment.
- Volunteering opportunities.
- Company/team building events.
- This role allows employee to have a hybrid remote working option (work from home and work from office options).
SUMMARY
We are seeking an experienced and motivated Client Success Team Lead to provide leadership, coaching, and operational guidance to a team of Client Success Managers while maintaining a portfolio of strategic client relationships. This role is responsible for driving team performance, fostering employee growth and development, managing client escalations, and ensuring consistent execution of Client Success processes and best practices. The Team Lead collaborates closely with leadership and cross-functional teams to improve client outcomes, support organizational objectives, and promote a culture of accountability, customer focus, and continuous improvement. Based on current internal Team Lead responsibilities, the role includes team leadership, people management, risk governance, operational reporting, and process ownership activities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Develops and manages client information within CRM/CSM platforms (Salesforce, Gainsight)
- The Client Success Manager (CSM) will be responsible for proactively engaging clients and serve as a trusted advisor to our clients, leading to strong adoption of our products.
- Leverages deep business and industry knowledge to partner with clients to help increase sustainable proven value, so they achieve their strategic goals and desired outcome through their interactions with the WebTMA software.
- Create success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
- Provide a yearly or quarterly business review with the key stakeholders.
- Understand and be able to clearly articulate the TMA value proposition.
- Consult with clients to understand learning goals, success criteria, and program strategy to ensure client success in maximizing the value of TMA solutions.
- Ensure satisfaction with our products and services, coordinate with internal resources to product prompt resolution of open issues
- Conduct virtual monthly status meetings, as well as other client requested meetings, with each assigned client
- Deliver product demonstrations and client training as required.
- The ability to interact effectively at all levels of an organization and cross functionally, influence and advocate on behalf of the client
- Develop a working knowledge of the performance of the accounts by monitoring client activity to identify any changes in performance that may indicate a service or other issue.
- Lead the customer risk management process, including identification, documentation, escalation, monitoring, and follow-up of at-risk accounts in partnership with internal stakeholders.
SUPERVISORY/MANAGEMENT AUTHORITY
- Directly supervises Client Success Managers assigned to the team.
- Conducts regular one-on-one meetings to provide coaching, guidance, and professional development.
- Establishes performance expectations and provides ongoing feedback, recognition, and support.
- Reviews and approves PTO requests within established company guidelines and authority levels.
- Participates in performance reviews and year-end evaluations, including development planning and goal setting.
- Delegates work, balances team workloads, and assists with client assignment decisions to ensure effective coverage and service delivery.
- Develop, maintain, and communicate operational metrics, client portfolio reporting, team workload insights, and risk trends to leadership to support departmental decision-making.
- Acts as the primary operational escalation point for customer success issues, coordinating cross-functional resources to drive timely resolution and protect client relationships.
- Identifies training, coaching, and development opportunities to improve team performance and consistency.
- Collaborates with leadership and Human Resources regarding employee relations matters, compensation recommendations, performance concerns, and staffing decisions.
- Maintains and reinforces departmental processes, standards, and operating procedures.
EDUCATION AND EXPERIENCE
Bachelor’s Degree and a minimum of 3 years of related experience
KNOWLEDGE, SKILLS & ABILITIES
- Ability to build strong relations with premium support client
- Excellent organizational skills
- Excellent English communication skills including both written and verbal
- Ability to demonstrate leadership qualities
- Ability to maintain the highest level of professionalism, confidence, and integrity while directly working with internal personnel and external clients.
- Working knowledge of principles and processes for providing client service, which includes client needs assessments, meeting quality standards for services, and evaluation of client satisfaction.
PREFERRED QUALIFICATIONS
- Proven experience in facilities management, or related field
- Familiarity with CMMS/EAM software is a strong advantage.
- Familiarity with CRM platforms (Salesforce, Gainsight)
