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Implementation Team Lead

2 months 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 at net2phone Canada. As a key member of our leadership team, you will be responsible for managing a team of experts who deliver a world-class customer experience to businesses across Canada.

Key Responsibilities

  • Team Leadership: Coach and develop a high-performing team of specialists who guide customers through the onboarding process, ensuring a seamless transition to our VoIP platform and communication services.
  • Customer Experience: Monitor and improve the quality of customer experience using CSAT metrics, providing timely feedback to the team and management.
  • Process Improvement: Conduct regular audits to identify areas for improvement and implement process enhancements to drive efficiency and effectiveness.
  • Revenue Growth: Drive revenue growth by achieving timely activations and meeting sales targets.
  • Collaboration: Partner with the Sales and Customer Success teams to ensure a seamless transition throughout the customer lifecycle.
  • Product Expertise: Develop a strong understanding of our products and services to establish yourself as a product expert and provide guidance to the team.
  • Talent Management: Recruit, develop, and manage a team of high-performing specialists, providing regular feedback and coaching to ensure their success.

Requirements

  • Management Experience: Proven experience in managing a team of 5 or more direct reports, with a strong track record of achieving targets and driving customer satisfaction.
  • Leadership Skills: Strong leadership and project management skills, with the ability to motivate and develop a high-performing team.
  • Cross-Functional Collaboration: Proven experience in collaborating with cross-functional teams to drive business results and improve customer experience.
  • Business Acumen: Strong understanding of business operations and the ability to analyze data to drive business decisions.
  • Communication Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.

What We Offer

  • Competitive Compensation: A competitive salary range of $65,000-70,000 CAD.
  • Benefits Package: A comprehensive benefits package, including health and wellness benefits.
  • Professional Development: Opportunities for professional growth and development, including training and education programs.
  • Collaborative Environment: A collaborative and dynamic work environment that values input and innovation.

Language: English (en-US)