Client Services Team Lead

2 months ago

Ottawa, Canada Equest Full time
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.

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