Client Success Team Lead
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Client Success Team Lead: Managing a team of support analysts in the utility software industry, ensuring high-quality work and fostering a customer-first mindset with an accent on defining team goals and career development objectives. Focus on performance monitoring, escalation management, quality assurance, and process optimization to enhance efficiency and client satisfaction.
Location: Remote (North America)
Company
is revolutionizing how utilities serve their communities with the first and only cloud-native platform built specifically for modern utilities.
What you will do
- Define team and individual goals, training plans, and career development objectives.
- Conduct regular one-on-one meetings with team members and perform annual performance reviews.
- Track key metrics, prepare performance reports, and implement strategies for improvement.
- Serve as the primary escalation point for complex technical issues and ensure client satisfaction.
- Evaluate and improve client success processes, tools, and workflows.
- Contribute to effective internal business processes for support-related customer communication and queue management.
Requirements
- 3-5 years of experience in the utility software industry.
- 3-5 years of people management experience.
- Experience with CRM software (FreshDesk, Jira, Zendesk).
- Previous experience in leading a team of 5+ people.
- Strong experience in relationship building.
- Previous experience with CIS, ERP, EAM software applications.
Culture & Benefits
- Remote-first environment with flexible working hours across North America.
- Comprehensive compensation package that grows with you.
- Complete setup with a MacBook + $500 for your home workspace.
- Health, dental, vision, and life insurance from day one.
- Generous PTO, Summer Friday half-days, and unlimited sick days.
- Annual development fund, tuition assistance, and Book Bounty program.
Hiring process
- Stage 1: 30-minute Recruiter Interview.
- Stage 2: Take Home Assignment with a 3-day deadline.
- Stage 3: 1-hour Final Interview with the Client Success Team.
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