Client Success Team Lead

Summary

Join SpryPoint, a leading provider of cloud-based solutions for the utility sector, as a Client Success Team Lead. In this role, you will manage a team of support analysts, ensuring high-quality work and a customer-first mindset. You will lead, guide, and motivate the team to achieve their goals and deliver exceptional support to clients. Responsibilities include defining team and individual goals, conducting performance reviews, collaborating with other team leads, and assisting with recruitment and onboarding. You will also track key metrics, prepare performance reports, and implement strategies to enhance team performance. As the primary escalation point for client issues, you will provide expert-level troubleshooting and resolution for complex technical issues. You will ensure client satisfaction by addressing and resolving inquiries and concerns in a timely and efficient manner. Additionally, you will oversee ticket progress, ensure adherence to quality standards, and continuously evaluate and improve client success processes.

Requirements

• Ability to research and troubleshoot software and technical issues
• Experience working with Help Desk, Ticketing, or CRM Software
• Thorough understanding of modern web application support methodologies
• Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure
• Mastery of office productivity suites such as Microsoft Office and Google Docs
• 3 - 5 years of experience in the utility software industry
• 3 - 5 years people management
• 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
• Occasional travel to customer sites and user conferences across North America may be required.  The successful candidate must be able to travel throughout North America with no legal or immigration-related impediment in doing so

Responsibilities

• Define team and individual goals, training plans, and career development objectives
• Conduct regular one-on-one meetings with team members to monitor progress and support their growth
• Perform annual performance reviews for your team members
• Collaborate with other team leads to identify training needs and develop solutions
• Assist in the recruitment, onboarding, and effective ramping of new team members
• Track key metrics for individuals and the team, such as response times, resolution rates, customer satisfaction ratings, and other metrics
• Prepare reports on team performance, client feedback and other relevant metrics identifying trends, patterns, and areas for improvement
• Implementing strategies to enhance team performance
• Serve as the primary escalation point for external/internal clients regarding issues that cannot be resolved by frontline agents
• Provide expert-level troubleshooting and resolution for complex technical issues
• Liaise with cross-functional teams to diagnose, troubleshoot, and find resolutions for critical issues that have a significant impact on the business, its operations, or its customers
• Ensure client satisfaction by addressing and resolving their inquiries and concerns in a timely and efficient manner, while providing clear and effective communication throughout the resolution process
• Provide consistent oversight on ticket progress to make certain client timelines and expectations are met
• Ensure the team follows established quality standards and adheres to company and departmental policies and procedures
• Conduct quality audits as well as ensuring product knowledge and technical skills are maintained across the team to support client demand and industry trends
• Continuously evaluate and improve client success processes, tools, and workflows, to enhance efficiency and effectiveness
• Collaborate with other departments to streamline processes and deliver a seamless client experience
• Contribute and improve on effective internal business processes for support-related customer communication, queue management, prioritization, and assignment

Benefits

• Remote-first and autonomous working environment with flexible working hours
• Competitive compensation package
• Macbook + $500 towards your home office setup
• Health, dental, vision, and life insurance
• Generous PTO, ½ day Summer Fridays, and flexible sick days
• RRSP (Canada) and 401k (US) matching program
• Professional development courses, $2,500 annual tuition assistance, and a book bounty program
• Annual company events (SpryPalooza!) and team offsites