Job Description

Overview

Our Customer Success team is growing! We are hiring a Customer Success Leader to help lead and develop a team of Customer Success Gurus.

Responsibilities

• Lead a team of 10-12 Customer Success Gurus.
• Work closely with Sr. Leadership to identify key areas of opportunity and celebrate team success.
• Provide team leadership, coaching, shadowing, and to assist with team development with not only direct reports but the entire TSheets CS team.
• Help set the direction, vision, and methodology for a growing team.
• Receive work direction that is subject to moderate level of control.
• Assign and utilize best resources to meet schedule and goals.
• May serve on project teams related to improving services and s upport delivery or infrastructure.
• Promote overall awareness on how the team delivering the best customer experience on the planet.

Qualifications

• Experience leading a high performing, engaged team that meets or exceeds expected outcomes
• Experience of managing direct reports is a plus
• Accurate, efficient resolutions to escalated customer issues including both internal and external customer escalations
• Strong history of k nowledge creation and sharing of ideas and best practices
• Experience with completing goal setting forms, performance evaluations and accurate records kept for all team members

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