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Customer Success Team Leader

2 months ago

Gainesville, Florida, United States Info Tech Full time

Customer Success Team Leader

Job Category: Career Opportunities Requisition Number: LEADF01374

Overview

Infotech is on the lookout for a dedicated Customer Success Team Leader to enhance our customer experience. The Customer Success Team Leader will oversee a group of customer success specialists, ensuring a smooth and efficient customer journey for our bidding solutions, which are essential for the civil and infrastructure construction sector.

About Us

Infotech plays a pivotal role in the development of North America's highways. Our software is utilized by 88% of state transportation agencies in the U.S. to manage road construction projects, covering everything from bid management to secure document signing and cost estimation. As part of our team, you will contribute to the enhancement of road and highway infrastructure safety and efficiency.

With a diverse and collaborative workforce, Infotech fosters a relaxed work environment. We are proud of our people-first culture, high employee retention rates, and flexible work arrangements, which have enabled us to adapt seamlessly to remote work during challenging times.

Infotech has been recognized as one of Florida's top companies to work for, ranking No. 21 in the large company category.

What We Seek

We are searching for a Customer Success Team Leader within our Customer Success Department for ITI Products. In this role, you will guide our Technical Success team and play a key part in scaling and delivering a comprehensive customer experience.

The ideal candidate is inquisitive and focused on human-centered design, with a strong commitment to providing customer-centric support while leading a team of professionals who share this vision. As a tech-savvy, service-oriented problem-solver, you possess a proven track record in customer-facing technical support and team leadership. Your communication skills (both verbal and written) are exceptional, complemented by an analytical mindset and a strong service orientation characterized by emotional intelligence.

Key Responsibilities:

  • Lead a team of customer success specialists in delivering technical and customer support via various channels for our bidding solutions.
  • Utilize metrics and insights into business and product strategies to refine program approaches, tools, and processes.
  • Establish technical success policies, standards, and guidelines to foster a customer-centric culture and seamless customer experience.
  • Oversee the selection, configuration, and implementation of technologies and tools that meet the technical success needs of ITI Products.
  • Ensure timely and people-focused resolution of all customer inquiries handled by the technical success team.
  • Deliver consistent service excellence, providing advanced support for complex systemic issues.
  • Build and maintain sustainable relationships with customer accounts through open and interactive communication.
  • Provide accurate and comprehensive information regarding customer products and services to internal teams, addressing any emerging issues or technical concerns.
  • Support Customer Outcomes by contributing to release management, product training, and customer onboarding initiatives.

Qualifications:

Minimum Qualifications:

Bachelor's Degree in a related field with 4 years of relevant experience; or a Master's Degree in a related field with 2 years of relevant experience; or an equivalent combination of education and experience.

Preferred Qualifications:

6+ years of experience in software and technology delivery, implementation, and technical customer support.

4+ years of experience leading a customer-facing technical support or customer service team.

Experience in SaaS, product development, and implementation, or within the civil and infrastructure construction industry.

Technical Skills:

  • Experience with cloud-based call center solutions (e.g., Five9, Zendesk, Talkdesk).
  • Familiarity with customer relationship management systems (e.g., Salesforce).
  • Proficient in using JIRA, Confluence, PowerBI, and Google Analytics.
  • Skilled in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Proficient with communication tools such as Slack, Zoom, and Google Meet.

Additional Information:

This position requires flexibility in scheduling for shifts outside of traditional business hours and may involve occasional travel.

Infotech is an equal opportunity employer, committed to fostering a diverse and inclusive workplace.