Squad Manager

As a squad manager, your core responsibilities include a deep level understanding of personnel (across multiple roles and varying levels of skills) and the management of the members of your team. You will also have direct ownership of the accounts under your team, specifically around growth and value provided to the client. Each squad will consist of 8-10 direct reports, managing 20-30 accounts for an annual revenue of 8-10 million USD. Responsibilities include:

• Acting as a mentor and growing the more junior members on your squad

• Conducting 1:1 meetings each month for all members of your team

• Maintaining a comprehensive understanding of your squad members skills so you can effectively assign appropriate projects and accounts

• Conducting reviews of all squad members 1-2 times per year

• Understanding the status and health of accounts on your team, with a focus on the top 15 (largest ACV) and those that renew within the fiscal year

• Holding weekly account reviews for your team pairs and providing updates and escalations of account issues

• Attending meetings with internal teams to track and drive client maturity and strengthen relationships

• Assisting in onboarding new hires to your team and with the shadowing program

• Supporting new hire “Analyst” training, mock deliverables and customer facing deliverables (~6 hours per month)

• Attending and providing direction on initial customer calls to help with difficult questions and engagement focus to ensure a good start

• In partnership with your manager, helping with capacity planning for your squad

• Working collaboratively with internal teams to communicate potential improvement to internal tooling, processes, and training

• Assigning the appropriate resources on your team to assist with POC’s

• Reporting on key metrics including value, growth/consumption, customer maturity, etc.