Implementation Team Lead

2 weeks ago

Ottawa, Ontario, Canada net2phone Canada Full time

About the Role

We are seeking an experienced Implementation Team Manager to join our team at net2phone Canada. As a key member of our organization, you will be responsible for leading a team of specialists who provide dedicated full-service implementation to our newest customers, as well as post-sales implementation for existing customers.

Key Responsibilities

  • Coach and develop a team of high-performing specialists who are client-focused product experts.
  • Monitor and improve the quality of customer experience using CSAT metrics and provide timely feedback to the team and management.
  • Provide guidance to the team to assist in handling customer escalations and act as an escalation point to the customer.
  • Conduct audits to improve processes and provide timely feedback.
  • Drive revenue into the organization by achieving timely activations to target.
  • Partner with the Sales and Customer Success teams to ensure a seamless transition throughout the start of the customer's lifecycle to ensure an outstanding customer experience.
  • Develop a strong understanding of our products and services to establish yourself as a product expert.
  • Recruit team members and monitor performance on a consistent basis.
  • Update and maintain implementation and enablement documentation.
  • Enhance current processes through identifying inefficiencies and applying a solution-oriented approach.

Requirements

  • Management experience, ideally with a team of 5 or more direct reports.
  • Strong leadership and project management skills.
  • Cross-functional collaboration and communication experience.
  • Proven track record of achieving targets without sacrificing customer satisfaction.
  • Excited to enhance processes to enable exceptional experiences for team members and customers.
  • Healthy curiosity and a willingness to learn by taking chances.
  • Positive outlook, fun, and flexible to pivots in the business.

What We Offer

  • A collaborative environment that values input.
  • Training via multiple sources (LMS, 1-on-1, internal knowledge base, webinars, even trivia).
  • Accessible team socials (virtual and in person).
  • Learning opportunities and growth.
  • Paid time off, sick & family days as well as paid volunteer days.
  • Dog Friendly office.
  • Breakfast options, beverages and a snack bar.
  • $2,000 in health & wellness benefits.

Job Type

Full Time, Permanent

Schedule

Monday to Friday, 9am-5pm EST.

Compensation

$65,000-70,000 CAD.

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