Client Services Team Lead

What your impact will be:

• Serve as first stop for any support related questions from the support team.
• Coordinate and run the weekly support team meetings and support team workflow.
• Manage the administrative functions in CRM (account management, access, etc.), as well as compiling and proposing system changes.
• Accountable for the adherence of assigned support representatives to the support center metrics.
• Continually track key metrics (KPI’s) from inbound phone system and ticket tracking system to ensure compliance with all standards and SLA rules.
• Conduct weekly 1 on 1 meetings with direct reports.
• Actively manage personnel issues including but not limited to hiring and assessment of employee performance, preparation and delivery of mid-year and year-end staff performance evaluations, development of employee performance action plans, administration of corrective action and termination of underperforming staff if necessary.
• Coordinate and develop application cross-training for support team.
• Ownership of all assigned customer cases through resolution.
• Proactive customer communications to ensure customer satisfaction.
• Liaison between customer and all functional departments.
• Verification and troubleshooting of customer reported information.
• Replication and documentation of software defects.
• Research and develop creative solutions to customer reported issues.
• Provide application expertise and technical issue resolution via phone, email, or electronic ticket system.
• Ability to configure customer software and hardware to allow applications to function as desired.
• Responsible for analyzing and troubleshooting more complex technical issues.
• Maintain on-going knowledge of applications and customer environment.
• Participate in status calls with customer and company representatives, as needed.
• Provides feedback on training materials and needs of the team.
• Effectively multitask and manage priorities.
• Remain knowledgeable and up to date regarding the core aspects of all products, as well as what is involved in their delivery.  Liaison with R&D regarding technical issues, tracking and understanding product updates as they are implemented, and suggesting product enhancements as identified by team members or customers.   Assist R&D with testing product prototypes, as needed.  
• Contribute to continuous improvement of the team’s project management practices and content development/maintenance practices.   Identify ways to increase efficiencies, and implement new initiatives or processes, where needed. 
• Responsible for professional services such as installations, training, and documentation, ensuring quality and client satisfaction in these areas.
• Completes other projects and duties as assigned.

What we are looking for:

• 2+ years of leadership experience.
• Comfortable in speaking with any customer, and ability to build and maintain relationships.
• Strong communicator, effective in spoken and written executive-level communications.
• Able to travel on occasion.
• Previous experience in Customer Support and Client Services.