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Lead, Customer Success Practices

2 months ago

Vancouver, Canada Teck Resources Limited Full time

**Summary**:
As part of the Digital Analytics team and reporting to the Program Manager, Customer Success, the Lead, Customer Success Practices, will lead a large team of Deployment Specialists and support the development of a Customer Experience Framework. The Lead, Customer Success Practices will play a crucial role in ensuring our internal, and possibly external, customers receive the best possible experience with our portfolio of products and services. It involves project coordination, resource allocation and is the conduit that ensures our Deployment Specialist team delivers the highest value work.

This position is expected to have a team of 15+ Deployment Specialist direct reports.

**Responsibilities**:

- Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
- Lead the team of Deployment Specialists, who are responsible for the successful onboarding of new customers, providing SME expertise to the product team and the ongoing support of existing customers.
- Deploy Deployment Specialists to different customers matching the needs of that customer with the talent profile of the team members
- Create playbooks for product implementation to support consistent end-to end experience for our customers.
- Contribute to the development and implementation of a Customer Experience Framework that will serve as a guide for how we interact with our customers throughout their journey with our products and services.
- Define and track key customer success metrics and create reports that provide insights and recommendations for how to improve customer satisfaction and retention.
- Work cross-functionally with other teams, including Sales, Marketing, Product, and Support to ensure that our customers have a seamless and positive experience across all touchpoints.
- Identify and implement the best approaches for customer success and ensure the team is constantly learning and improving.
- Build supporting relationships with Customer Success Managers, and act as a trusted advisor to help them achieve their goals with our products and services.
- Continuously monitor customer feedback and sentiment and use this information to inform product and service development and improvement.

**Qualifications**:

- 5+ years of experience in customer success or account management roles (ideally at a SaaS company), with a track record of success in developing and implementing customer success strategies.
- Experience leading a team of customer-facing professionals, with an approach to coaching and mentoring
- Strong analytical skills, with the ability to analyze data, identify trends, and make data-driven decisions.
- Excellent written and verbal communication skills, with the ability to effectively communicate complex ideas to both technical and non-technical audiences.
- Bachelor's degree in business, marketing, mining, or a related field.
- Demonstrated ability to build strong relationships with external customers and internal groups
- Experience working in a fast-paced, dynamic environment, with the ability to prioritize and effectively manage multiple projects simultaneously.
- Passion for customer success, with a desire to continually improve the customer experience.

**About Teck**:
At Teck, we value diversity. Our teams work collaboratively and respect each person’s unique perspective and contribution.

Qualified applicants interested in joining dynamic team are encouraged to submit a resume and cover letter electronically.

Teck is a diversified resource company committed to responsible mining and mineral development with major business units focused on copper, steelmaking coal and zinc, as well as investments in energy assets.

Teck has been named one of Canada’s Top 100 Employers for the six consecutive years. Teck has also been named to the Forbes list of the World’s Best Employers for the past two years and is one of Canada's Top Employers for Young People.

Headquartered in Vancouver, Canada, its shares are listed on the Toronto Stock Exchange under the symbols TECK.A and TECK.B and the New York Stock Exchange under the symbol TECK.