Manager Solutions

  • Lahore, Punjab, Pakistan
  • Customer Success

Who we are

We are a team of passionate and dedicated individuals building easy-to-use software delivering amazing user experiences, best-in-class functionality, and enterprise scalability. Our software brings assets under control and helps organizations across education, event management, AV media production, engineering, construction, healthcare, manufacturing, rental, and transportation industries improve their profitability and simplify their operations.

Position Overview

The Customer Success Team Lead is responsible for building and maintaining a high performing, supportive, and an awesome team of Solutions Consultants. Your primary objective will be to coach and empower the team to deliver the best customer experience spanning from presales, onboarding, support, and renewal.  This position will also require you to be comfortable engaging with customers and helping out the team with demos, tickets, and renewal conversations as needed.  This is a people leadership role reporting to the Director of Customer Success.  

Responsibilities

As the Customer Success Team Lead your duties will include:

  • Leading a team of Solutions Consultants based in Lahore or Austin

  • Coaching and mentoring of team members

  • Achieving department SLAs, metrics, and OKRs 

  • Resource scheduling for team time off, holiday coverage, and weekend watch

  • Evaluate team member performance

  • Professional development and career pathing

  • Owning and resolving customer escalations

  • Providing direct customer support as needed

  • Working on continuous process improvements and projects

  • Define success and help the team achieve success

  • Hire, Train and onboard new employees

Minimum Requirements

  • You are a role model and lead through inspiration, perspiration, and determination.   

  • Comfortable wearing many hats

  • Adept at conflict resolution and handling escalations

  • Ability to troubleshoot and problem solve

  • Comfortable working cross-functionally with other teams

  • Excellent verbal and written communication skills.  You know what to say and how to say it

  • Keen attention to detail

  • Commitment to learning and continuous improvement

  • Thrives in a fast-paced, dynamic environment and able to work independently and as a team 

  • Previous experience leading teams 

  • Bachelor's degree preferred, or 3+ years of equivalent work experience

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