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SpryPoint · 22 hours ago

Client Success Team Lead

Ontario, CA

Full-time

Hybrid

Mid, Senior Level

3+ years exp

SpryPoint is a high-growth software company revolutionizing how utilities serve their communities. They are seeking a Client Success Team Lead to manage a team of support analysts, ensuring high-quality work and fostering a customer-first mindset while delivering exceptional support to clients.

ConsultingCustomer ServiceInformation TechnologyMobileSaaSSoftware

Growth Opportunities

Responsibilities

Define team and individual goals, training plans, and career development objectives

Conduct regular one-on-one meetings with team members to monitor progress and support their growth

Perform annual performance reviews for your team members

Collaborate with other team leads to identify training needs and develop solutions

Assist in the recruitment, onboarding, and effective ramping of new team members

Track key metrics for individuals and the team, such as response times, resolution rates, customer satisfaction ratings, and other metrics

Prepare reports on team performance, client feedback and other relevant metrics identifying trends, patterns, and areas for improvement

Implementing strategies to enhance team performance

Serve as the primary escalation point for external/internal clients regarding issues that cannot be resolved by frontline agents

Provide expert-level troubleshooting and resolution for complex technical issues

Liaise with cross-functional teams to diagnose, troubleshoot, and find resolutions for critical issues that have a significant impact on the business, its operations, or its customers

Ensure client satisfaction by addressing and resolving their inquiries and concerns in a timely and efficient manner, while providing clear and effective communication throughout the resolution process

Provide consistent oversight on ticket progress to make certain client timelines and expectations are met

Ensure the team follows established quality standards and adheres to company and departmental policies and procedures

Conduct quality audits as well as ensuring product knowledge and technical skills are maintained across the team to support client demand and industry trends

Continuously evaluate and improve client success processes, tools, and workflows, to enhance efficiency and effectiveness

Collaborate with other departments to streamline processes and deliver a seamless client experience

Contribute and improve on effective internal business processes for support-related customer communication, queue management, prioritization, and assignment

Ability to research and troubleshoot software and technical issues

Experience working with Help Desk, Ticketing, or CRM Software

Thorough understanding of modern web application support methodologies

Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure

Mastery of office productivity suites such as Microsoft Office and Google Docs

Qualification

Client Success ManagementTechnical TroubleshootingTeam LeadershipCRM Software ExperienceUtility Software ExperiencePerformance MonitoringProcess OptimizationQuality AssuranceRelationship BuildingCommunication Skills

Required

3 - 5 years of experience in the utility software industry

3 - 5 years people management

Experience with CRM software (FreshDesk, Jira, Zendesk)

Previous experience in leading a team of 5+ people

Strong experience in relationship building

Previous experience with CIS, ERP, EAM software applications

Ability to research and troubleshoot software and technical issues

Experience working with Help Desk, Ticketing, or CRM Software

Thorough understanding of modern web application support methodologies

Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure

Mastery of office productivity suites such as Microsoft Office and Google Docs

Willingness to travel up to 50% throughout North America with no legal or immigration-related impediment