Team Lead - Enterprise Customer Success Manager

Your Impact

As the Team Lead for Enterprise Customer Success Managers at Deliverect, you'll be a strategic leader ensuring the success and satisfaction of our global Enterprise customers while driving your team's excellence. Your role is pivotal in delivering on Deliverect's broader vision by fostering customer loyalty, driving long-term retention, and fueling revenue growth. You will guide and develop a global team, ensuring they understand and meet the diverse needs of our customers worldwide. Your leadership will be essential in navigating the complexities of different markets and cultures to achieve outstanding results and enhance the overall customer experience.

Key Highlights

** Team Leadership & Development: Build, motivate, and develop a high-performing global team of Enterprise Customer Success Managers. Set clear expectations, provide regular feedback, and create a positive and collaborative team culture.

** Customer Success Strategy: Develop and implement a comprehensive customer success strategy aligned with Deliverect's overall business objectives, tailored to the unique needs of various regions.

** Customer Relationship Management: Foster strong relationships with key customer stakeholders across different markets, ensuring their satisfaction and loyalty.

** Performance Management: Set clear performance metrics, track team performance, and identify areas for improvement.

** Operational Excellence: Streamline customer success processes and implement best practices to improve efficiency and effectiveness on a global scale.

** Data Analysis: Utilize data and insights to measure customer health, identify trends, and inform strategic decision-making.

** Cross-Functional Collaboration: Work closely with sales, product, and other departments globally to ensure a seamless customer experience.

• Lead and mentor your global team, conducting regular check-ins and providing guidance on customer success best practices.
• Develop and refine customer success strategies, ensuring alignment with Deliverect's business goals and regional nuances.
• Engage with key stakeholders within enterprise customer accounts worldwide to build and maintain strong relationships.
• Analyze customer data from different regions to identify trends, risks, and opportunities for upselling or cross-selling.
• Collaborate with cross-functional teams across different time zones to address customer needs and enhance the overall customer experience.
• Track team performance against established metrics, providing feedback and implementing improvement plans as necessary.
• Drive operational improvements by identifying process inefficiencies and implementing best practices.
• Stay updated on industry trends and customer success methodologies to continually improve the team's effectiveness.

• Proven Leadership Experience: Minimum of 5+ years of experience in a leadership role, with a focus on customer success or account management in a global context.
• Customer Success Expertise: Deep understanding of customer success methodologies and best practices.
• Industry Knowledge: Familiarity with the restaurant, foodservice, or retail industry, with a focus on enterprise-level operations across various regions.
• Global Perspective: Ability to understand and meet the diverse needs of customers from different cultural and market backgrounds.
• Data Analysis: Proficiency in data analysis tools and the ability to extract actionable insights from customer data.
• Communication & Interpersonal Skills: Excellent communication and interpersonal skills to effectively interact with customers, team members, and stakeholders at all levels.
• Problem-Solving & Decision-Making: Ability to analyze complex problems, develop effective solutions, and make data-driven decisions.
• Change Management: Experience leading teams through organizational changes and adapting to evolving business needs.

• Proficiency in CRM and Customer Success Platforms: Experience with tools like Planhat, HubSpot, Salesforce, or similar platforms.
• Data Analytics: Proficiency in data analysis tools (e.g., Excel, Looker) to measure customer health and performance.

• This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Toronto office location and 2 days of remote work.
• Fluency in English is required, with strong written and verbal communication skills being essential. Fluency in Spanish french or Mandarin is a plus.
• In addition to the specific requirements outlined, candidates should thrive in a fast-paced, competitive environment, demonstrate high motivation, independence, and teamwork, and be committed to achieving common goals within the organisation.