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
