Customer Success Team Lead (Implementation)

New

DatarailsFinance software

100% remote-based anywhere in the United States., Work your local time zone.Full-TimeLead

SalaryBase compensation - The target base salary range will be between $120k - 150k USD per year

Apply NowOpens the employer's application page

Job Details

Experience: 5+ years of industry experience and/or 18 months of experience at Datarails, ideally in a customer-facing role.
Required Skills: Customer Success

Have 5+ years of industry experience or 18 months 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.
Have experience sharing knowledge and mentoring team members; onboarding-buddy experience is preferred.
Demonstrate strong communication skills, including navigating difficult conversations, raising concerns, and asking questions.
Have strong customer skills and be prepared to act 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.
Have a demonstrated track record of success in a current role at Datarails.
Have strong relationships with key internal stakeholders and a deep understanding of the company's customer base.

Manage, hire, train, and coach a team of implementation CSMs.
Mentor team members through regular 1:1s, growth discussions, performance reviews, and constructive feedback.
Oversee multiple implementation projects and serve as the technical focal point.
Manage implementation project plans, timelines, and scoped hours.
Review and approve implementation conclusions and handoffs to the live team.
Identify and escalate project risks and issues to CS leadership and teams including Sales, Product, and RnD.
Act as an escalation point for customer issues and support customer calls to determine next steps.
Conduct customer status meetings, share 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.

View Full Description & ApplyYou'll be redirected to the employer's site