Team Lead, Customer Success

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Overview of the Position

The position being offered is the Team Lead in Customer Success at Solink, a company renowned for its innovative approach to data analytics and video security solutions. Solink operates in the realm of business intelligence and security, providing retailers and franchise owners with the tools necessary to combat fraud, improve loss prevention, and drive business growth through analytics. This role is pivotal for fostering customer relationships and is designed for someone eager to make a significant impact in a fast-paced environment.

Role Responsibilities

As the Team Lead in Customer Success, you will have the responsibility to strengthen relationships with prominent brands across North America in sectors such as restaurants, retail, and service industries. Your position entails leading a team of Customer Success Managers (CSMs), enhancing their ability to manage customer accounts effectively. The responsibilities include:

• Leadership & Team Management: Mentoring and coaching a team of CSMs to drive customer retention and expansion, setting performance expectations, tracking KPIs, and providing ongoing feedback and training.

• Customer Engagement & Retention: Overseeing customer lifecycle management to drive adoption, developing strategies to improve customer satisfaction, and resolving challenges with at-risk customers.

• Operational Excellence & Process Improvement: Collaborating with internal teams to ensure a seamless customer experience, refining customer success playbooks, and monitoring health scores for customer accounts.

• Revenue Growth & Expansion: Identifying upsell and cross-sell opportunities, aligning Solink solutions with customer business objectives, and equipping CSMs to effectively position value-added services.

• Reporting & Insights: Tracking key customer success metrics and utilizing data to pinpoint areas for improvement.

Candidate Requirements

To succeed in this role, you will need the following skills and experience:

• Previous experience in leading a team of customer success professionals.
• A revenue-focused mindset combined with a consultative approach.
• Technical knowledge about Software as a Service (SaaS) technology and a willingness to learn quickly about Solink's products.
• An ability to maintain relationship-driven interactions and a focus on long-term objectives.
• Experience in account management specific to the SaaS industry.
• Strong leadership qualities with a proven track record of success.
• Any knowledge in security camera systems, networking, or coding will be considered an asset.
• Additional language abilities, such as French or Spanish, are also preferred.

Compensation and Benefits

While specific salary information was not listed in the job posting, Solink offers a comprehensive benefits package that includes:

• Fully paid health/dental benefits offered immediately, along with an additional $500 spending account for other health-related expenses.
• Monthly reimbursement for health and wellness programs.
• A flexible work environment that promotes work-life balance, allowing you to choose your working hours.
• Opportunities for personal and professional growth based on merit and skills.
• Participation in extracurricular social events to foster team bonding and culture.

Work Environment & Culture

Solink emphasizes a collaborative and creative workspace, aiming to maintain a fun atmosphere that values input from every employee. The company thrives on a culture that supports individual ideas and innovation, making it an ideal workplace for those looking to contribute significantly. Additionally, Solink has an open-door policy, encouraging communication and brainstorming at all company levels.

The organization is keen on fostering a supportive environment for all employees, including individuals with disabilities. They actively promote diversity and inclusion within their workforce, inviting candidates from various backgrounds to apply.

Security and Background Check

Candidates should be prepared for a criminal records check upon hiring and must be either Canadian citizens or legally able to work in Canada. Those looking to apply should ensure they can comply with Solink's security policies.

How to Apply

If you are interested in this role, you will need to submit a cover letter and resume addressed to JarJar Binx. Your application should outline why you are the right fit for this position and how your experience aligns with Solink’s goals.

Conclusion

In summary, the Team Lead, Customer Success position at Solink represents a golden opportunity for individuals passionate about enhancing customer satisfaction and retention while being part of an innovative tech company. If you have strong leadership abilities, technical knowledge, and a customer-centered approach, this might be the perfect role for you. As Solink continues to grow, being part of such a dynamic environment can provide multiple opportunities for both personal and professional advancement.

This job offer was originally published on jooble.com