Our client, a leading provider of Enterprise Resource Planning and Work Management software and service solutions for engineering, architecture and environmental consultancies is hiring a Customer Success Team Lead.
Work Location: Remote – Candidate must live in Florida, Georgia, Virginia, Texas, Colorado, or North Carolina. Role can also be on site in Tampa, FL.
Summary of Duties & Responsibilities:
The Customer Success Team Lead is responsible for helping our Clients maximize their return on investment post the initial implementation. This will include helping our clients leverage the latest versions of our software, expanding their use of the existing solutions or tailoring and integrating in order to increase the value that can be achieved from the company. You will work closely with our Clients and Client Managers to help them gain the maximum value from their investment.
This role will have experience in Customer Success, Client Management, Project Management and Business Consulting.
They will be result-oriented, self-starters with strong communication and project management skills engaging in a player manager role looking at new opportunities and service lines to maximize value.
You will also work closely with our delivery teams in supporting implementations when needed at key points in the implementation such as Conference Room Pilots, Training, Go-Live and Post Live support activities
Essential Functions:
Technical – Deep experience in working with Clients post implementation to maximize the value which can be derived from our knowledge and solutions
- Establish strong client relationships at the leadership level
- Encouraging further use of core features and providing information and training on any newly developed features through client engagements working closely with the Client Management and Delivery teams
- Establishing effective client upgrade cycle(s) to ensure early and continuous client engagement and delivery of services and value
- Responsible and accountable for successfully delivering on time, on budget with a high level of client satisfaction
- Establishing new or refining existing post implementation service offerings
Methodology – Deep expertise and knowledge in implementation standards, processes, policies and procedures
- Defining the scope, expectations, and engagement approach for services
- Designing and working through engagement plans and processes to include: scheduling of key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to best practice standards
- Communicating lessons learned on any engagement
- Adhere to and support group processes, procedures, and standards in order to drive and guide a repeatable, reliable delivery of high-quality services
Team Support/Leadership – Deep commitment to working in and fostering a highly collaborative, innovative and high performing team
- Responsible and accountable for the level of quality, effectiveness and timeliness delivered by the customer success team
- Evangelize, support and embody the Company Mission, Strategy and Values
- Foster a culture of ownership and pride for delivering the highest levels of quality and excellence
- Contribute to the growth and maturity of the Solutions Group
- Producing regular and accurate progress reports for Client, Team and Leadership
- Communicating tasks, timelines and logistics to internal and external team members
- Demonstrate high level of transparency, communication and escalation when required with leadership
- Completion of engagement status reporting on a timely and regular basis
- Other projects and special initiatives as required
Skills & Competencies:
Need Solid to Advanced abilities for the items below:
- Strong team player with ability to collaborate with all levels of the organization
- Ability to lead others and motivate with a positive and confident personal style
- Possess a drive towards forward progress and delivering results while taking responsibility
- Ability to empower project team members while building trust
- Multi-tasker with ability to set and manage priorities
- Proactively and transparently communicate challenges and successes to the leadership
- Exhibit attention to detail
- Flexibility and willingness to help in other areas as priorities shift
- Ability to effectively operate with minimal supervision, whilst keeping leadership informed
- Manage team in alignment with Company Mission, Strategy and Values
- Proven success in delivering simple to complex ERP related engagements
- Proven success in managing the risks, opportunities and commercial aspects associated with project delivery
- Proven success in applying experiential judgment to complex scenarios and risk profiles
- Experience collaborating with multi-discipline teams
- Experience leading self-directed team members and experts in a fast paced, collaborative environment
- Excellent written, verbal communication and presentation skills
- Bachelor’s degree required in finance, business or technology related area.
- Accounting and Operations Knowledge and experience a plus, including Earned Value Management
- Experience managing both Cost Plus and Fixed Fee implementations
- Influencing and negotiating outcomes which meet both the Company and Client needs
- Client management
Education or Prior Work Experience
- Bachelor’s degree
- 7 years in Enterprise level Project Management.
Reports to: Group Director
Travel: Some travel required.
Classification: Exempt
Salary: Upto $160k/ year
Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.