Customer Success Desk, Team Lead

Job Summary

The Customer Success Desk, Team Lead is responsible for the day-to-day oversight of the desk team operations. The role is both a team player and coach and requires customer and internal focus to enable team members to perform in their roles. This role will support the team in setting and achieving metrics and KPIs through individual contribution. The Team Lead must have excellent customer care skills and a keen understanding of all of the variables that impact the customer experience and journey. The Team Lead must be able to prioritize and pivot plans as conditions across product lines and install base customer segments shift. In addition, this position will be called upon to mentor team members, refine existing and new desk Salesforce and Gainsight processes, and drive complex strategic initiatives.

Duties and Responsibilities

• Manage SF case and Gainsight queue processes in an exemplary manner, acting as a role model for your team, including all areas listed below
• Provide guidance, instruction and direction to CSMs on the team in support of team goals and KPIs as established by management.
• Work with management to present and transfer findings to cross functional departments impacted or to our own team for needed program adaptations.
• Develop high performing team to meet and exceed the team goals provided by leadership.
• Manage escalated issues to ensure excellent communication, efficient processes, and excellent customer experience is prioritized.
• Proactively communicate improvements and changes to processes where needed on the team or otherwise.
• Proactively Initiate and execute plans for team education and training to address knowledge gaps and continual learning.
• Evaluate and report on team and team member metrics and KPIs.
• Evaluate and utilize data to support strategic desk initiatives that will benefit team performance, efficiency or customer growth goals.
• Work with other team leads to plan and manage cross functional processes and activities.
• Provide input on the performance of team members for performance assessments.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's degree (Business, Computer Science preferred) or equivalent work experience.
• 3+ years' experience in a customer success, project management, support or related environment.
• Recognized leadership with the ability to mentor and guide a team of 4-10 people.
• Excellent customer-facing communication, critical thinking and problem-solving skills.
• Ability to work cross-functionally, while maintaining organization.
• Solid written and verbal communication skills.
• General knowledge of Saas product operational procedures and practices including other business operations inside Imprivata.
• Experience in leading, facilitating and resolving customer escalations.
• Sound knowledge in using support tools such as Salesforce.com, Jira, Knowledge base, etc., and able to guide team members in the use of these tools.