Implementation Team Lead

4 days ago


Ottawa, Ontario, Canada net2phone Canada Full time
About the Role

We are seeking an experienced Implementation Team Manager to lead our Onboarding and Fulfillment team in delivering a world-class customer experience for our customers across Canada.

As a key member of our team, you will be responsible for coaching and guiding a team of specialists to provide exceptional customer service, ensuring timely activations, and driving revenue growth.

Key Responsibilities
  • Lead a team of Onboarding Specialists and Customer Success Coordinators to deliver a seamless customer experience.
  • Monitor quality of customer experience using CSAT metrics and provide proactive reporting to the team and management.
  • Provide guidance to the team to handle customer escalations and act as an escalation point to the customer.
  • Conduct audits to improve processes and provide timely feedback.
  • Partner with Sales and Customer Success teams to ensure a seamless transition throughout the customer lifecycle.
Requirements
  • Management experience 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.
What We Offer
  • A collaborative environment that values input and work-life balance.
  • Training and development opportunities to enhance your skills and knowledge.
  • A competitive salary range of $65,000-70,000 CAD.
  • A dog-friendly office and a snack bar.

We are committed to creating an inclusive environment where all employees and clients feel like they belong. We encourage applicants with a wide range of abilities and provide an accessible candidate experience.



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