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Full-time Website Client Services Lead

at Acumen, LLC in California | CA Jobs

Website Client Services Lead
Burlingame, CA
The Website Client Services Lead position provides guidance and direction to Website Support and Website Project Liaisons in their roles. This position leads and develops junior team members to ensure the team adequately addresses the needs of internal and external website clients. This position is responsible for organizing work, managing tasks, and overseeing junior website liaison performance. Additionally, this position provides internal quality assurance and specialized trouble-shooting and support services for complex website-related issues.

Qualifications Required:
Education and Experience:
Bachelor’s or Associate’s degree
A minimum of 2 years’ experience in a related role
Position-specific Qualifications:
Able to work evenings and weekends
Experienced in Microsoft Office Suite
Adept at adapting to dynamic work processes
Adept at troubleshooting and addressing complex issues
Prior experience leading a project or small team
Prior experience with front-end quality assurance testing
Additional Qualifications:
Strong leadership and managerial skills
Strong understanding of company's business activities
Excellent organizational skills and attention to detail
Excellent interpersonal, oral, and written communication skills
Skilled at overseeing resources and team priorities
Skilled at developing a high-performing team
Skilled at addressing team member conflicts
Skilled at thinking critically and problem-solving
Proficient at prioritizing tasks, exercising sound judgment, and meeting deadlines in a fast-paced environment
Adept at working in a team-oriented environment
Qualifications Desired:
Prior administrative or customer support work experience
Interest in health and social policy
Job Functions and Responsibilities:
Under minimal supervision, the Website Client Services Lead performs some combination of the following job functions:
Information and task coordination: Collaborate with a dynamic cross-functional team to ensure effective maintenance and development of websites and website support activities. These responsibilities include (but are not limited to):
Working with internal research and support teams to understand context and requirements and translating that understanding into clear specifications and tasks
Defining and prioritizing tasks with other internal teams
Organizing resources to implement a process or achieve a specific outcome
Facilitating meetings and demonstrations
Internal liaison support: Collaborate with Website Support and Project Liaisons to identify and define tasks, as well as to improve internal documentation. These responsibilities include (but are not limited to):
Assessing end user needs and/or complaints
Defining procedures for a variety of website project and support activities
Creating and implementing feedback on website issues and internal processes
External client service: Provide specialized trouble-shooting and support services for complex website-related issues. These responsibilities include (but are not limited to):
Answering company help lines and emails for client support services
Organizing communications with website users
Producing, distributing, and updating website documentation
Trouble-shooting a variety of complex issues or difficult requests
Administrative and operational support: These responsibilities include (but are not limited to):
Attending meetings and taking notes
Preparing, revising, and proofreading various documentation
Conducting user acceptance and other front-end testing, and verifying issues found
Leadership: May manage employees and/or tasks

In addition, the Website Client Services Lead has the following responsibilities:

Security Compliance: Understands established website rules of behavior and uses good judgment in identifying and reporting potential violations or suspicious activity
Complies with company policies and with applicable laws and regulations
Demonstrates professionalism in the workplace
Performs other duties as assigned
This is a full time position, with salary based on experience and/or education. Benefits provided. To apply, please visit our website at
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, physical or mental handicap, disability, age or status as a disabled veteran, or veteran of the Vietnam era.

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Published at 28-01-2014
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