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.


* Comfortabl...