Customer Success Team Lead (Implementation)
New
D
DatarailsFinance technology
100% remote-based anywhere in the United States.Full-TimeLead
SalaryBase compensation - The target base salary range will be between $120k - 150k USD per year
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Job Details
- Experience
- 5+ years of industry experience and/or 1+ years of experience at Datarails, ideally in a customer-facing role.
- Required Skills
- Customer SuccessCross-functional collaborationProcess improvement
Requirements
- Have 5+ years of industry experience and/or 1+ years of experience at Datarails, ideally in a customer-facing role.
- Be able to operate independently and work with management to improve organizational operations.
- Have a history of building and maintaining strong collegial relationships, knowledge-sharing, and mentoring team members.
- Bring strong communication skills and be comfortable navigating difficult conversations, raising red flags, and asking questions.
- Have strong customer skills and be prepared to serve as an escalation point for the team.
- Be able to take point on challenging customer implementations.
- Have an in-depth understanding of Datarails products, sales, and processes.
- Demonstrate a track record of success in a current role within Datarails.
- Have strong relationships with key internal stakeholders and a deep understanding of the company's customer base.
Responsibilities
- Manage, hire, train, coach, and mentor a team of implementation CSMs.
- Conduct weekly 1:1s and regular performance reviews, and provide constructive feedback.
- Oversee multiple implementation projects and act as the technical focal point for implementation.
- Manage team project plans, timelines, and scoped implementation hours.
- Review and approve implementation handoffs to live.
- Identify and escalate project risks and issues to Customer Success leadership and other teams.
- Serve as an escalation point for customers and team members, providing guidance and support on calls.
- Conduct customer status meetings, provide project updates, and check implementation progress and feedback.
- Collaborate with Sales, the live team, and Product to improve the customer journey and provide feedback on customer needs and product enhancements.
- Improve implementation processes, including the Implementation playbook and subprocesses.
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