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Client Relations Supervisor

2 months ago

Gainesville, Florida, United States Info Tech Full time

Customer Success Team Leader

Job Category: Career Opportunities Requisition Number: LEADF01374

Job Overview

Infotech is in search of a Customer Success Team Leader to enhance our customer support initiatives. 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 integral to the civil and infrastructure construction sector.

About Us

Infotech is a recognized leader in the development of software solutions that support road construction projects across North America. Our products are utilized by a significant percentage of state transportation agencies in the U.S. We are dedicated to enhancing the construction and safety of road infrastructure through innovative technology.

With a commitment to a diverse workforce and a collaborative work environment, Infotech is known for its people-first culture, high employee retention, and flexible work arrangements. Our adaptability during recent challenges has further solidified our reputation as a top employer.

Position Requirements

We are looking for a Customer Success Team Leader within our Customer Success Department, specifically for ITI Products. This role is pivotal in leading our Technical Success team and ensuring a comprehensive customer experience.

The ideal candidate will possess a blend of curiosity and a human-centered approach, demonstrating a passion for customer-focused support while leading a team towards shared objectives. A proven track record in customer-facing technical support and team leadership is essential. Strong communication skills, both verbal and written, along with an analytical mindset and a service-oriented approach, are crucial for driving results through effective team management.

Key Responsibilities:

  • Lead a team of customer success specialists, providing technical and customer support via various communication channels.
  • Utilize metrics and insights to refine program strategies, tools, and processes.
  • Establish technical success policies and guidelines to foster a customer-centric culture.
  • Oversee the selection and implementation of technology that supports the technical success of ITI Products.
  • Ensure timely resolution of customer inquiries with a focus on people-centric service.
  • Deliver exceptional service, providing advanced support for complex issues.
  • Build and maintain strong relationships with customer accounts through open communication.
  • Provide accurate information to internal teams to resolve technical concerns.
  • Contribute to customer outcomes through release management, product training, and onboarding.

Qualifications:

Minimum Qualifications:

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

Preferred Qualifications:

6+ years of experience in software delivery and technical customer support, with at least 4 years in a leadership role within a customer-facing team. Experience in SaaS and civil infrastructure is advantageous.

Technical Skills:

  • Familiarity with cloud-based call center solutions (e.g., Five9, Zendesk).
  • Experience with customer relationship management systems (e.g., Salesforce).
  • Proficiency in tools such as JIRA, Confluence, PowerBI, and Google Analytics.
  • Competence in Microsoft Office Suite.
  • Experience with communication tools like Slack and Zoom.

Additional Information:

This position requires flexibility in scheduling to accommodate 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.