Help to establish and support the implementation processes and procedures defined by Client
Establish and manage the achievement of Key Performance Indicators
Perform auditing of work process and outcome metrics and provide reporting as agreed with Client
Be the main point of contact through daily communication and collaboration with Client
Maintain quality and implement improvements to ensure clients receive the high quality service committed
Monitor and assist team members in the daily operation aspects of the project, including reviewing the status and performance against targets
Provide coaching and mentorship to the Implementation Specialists, helping them to become a best-in-class customer success unit
Assist in hiring, selection, and training of new team members
Ensure Client's customers derive maximum value from their investment in our platform, utilizing key features and products
Represent Client as a domain and product expert in customer interactions, and online in both customer-facing and internal communities
Always push for industry-leading NPS scores
Team Lead duties:
Establish and execute the processes and procedures
Monitor and evaluate all processes and implement improvement to ensure clients receive appropriate and high-quality services as committed
Perform daily and monthly auditing of work processes
Monitor and assist team members in the daily operation aspects of the project including reviewing the status and performance against targets, performing root cause analysis of variances and making improvements to meet the targets
Coach, guide and train team members by providing excellent service
Provide assistance to team members in accordance with established practices and procedures
Provide reports as agreed with client.
Requirements
A college degree
3-6 years experience in a customer-facing role 2+ years experience in video-based training and training development
2+ years experience in project management
3-6 years experience in supervising a team
Possess people and performance leadership skills
Fluent English written and oral communication and comprehension skills
Experience implementing digital tools, assets and workflows within a Customer Success team
Ability to work independently to conform to tight deadlines
Must be analytical, understand how to leverage data and business intelligence to hit goals, and driven to achieve objectives
Organized and well-motivated to train and lead a team
Experience working with SaaS
Highly organized & autonomous
Comfortable and energized operating in a fast moving organization
Ahead of industry trends and methodologies, and constantly looking to better your game through new technologies and learnings
Passionate about technology solutions and finding ways to automate tasks
