We are seeking an experienced and driven Professional Services (PS) Team Lead for our growing customer success team. In this pivotal role, you'll lead and develop a team of professionals, manage client onboarding, oversee project delivery, and ensure high service quality. Your expertise will be crucial in building client relationships and steering service enhancements based on feedback and industry trends.
This position offers a dynamic and rewarding opportunity to impact our services and drive excellence.
Responsibilities:
Lead our PS team, which includes the following responsibilities: onboarding processes for new client account implementations, training, CS ops, and ongoing technical support
Manage a team of professionals, ensuring high performance and effective service delivery. This includes mentoring, coaching, and developing team members
Oversee multiple projects, prioritize, and ensure they are delivered on time and to the client's specifications. This involves planning, resource allocation, and risk management
Establish robust foundations for strong client relationships through a comprehensive understanding of their unique needs, an efficient and streamlined onboarding process, and a consistent commitment to professionalism in all service delivery
Contribute to the development of new services and the improvement of existing services, both internally and externally, based on client feedback and market trends
Ensure the quality of services delivered by the team meets both internal standards and client expectations
Use data to inform decisions and strategies for improving onboarding processes and customer service standards
Collaborate closely with cross-functional teams, including Customer Success, Sales, and Product, to ensure efficient and top-of-the-line customer service processes
Act as a key point of contact for resolving complex issues and challenges faced by the team or clients.
Requirements: At least 2 years in a leadership role and team-building skills
Extensive customer-facing experience in a SaaS product
Strong project management skills
Excellent verbal and interpersonal relationship skills
Ability to develop and maintain client relationships
Data-driven, matric focused- experience with OB & implantation tools
Proficient in relevant software and technologies used in the industry, such as onboarding, support, and implementation tools
Strong problem-solving and conflict resolution abilities
Customer-focused mindset
Ability to work under pressure and manage competing priorities
Comfortable in a startup environment; self-motivated, able to move quickly, adapt, and work in a fast-paced environment
Flexibility to travel to the United States.
This position is open to all candidates.