▷ 15h Left: Team Lead, Customer Success A
2 weeks ago
The Team Lead will manage a team of internal Customer Success Managers (CSMs), who assist customer-facing CSM teams by answering inbound customer requests, running & preparing reports and other customer-facing materials, consolidating data and generating materials & information to help CSMs with escalation management.
Additionally, a Social Listening function is being piloted to ensure that customer chatter is being proactively tracked across various platforms (such as the Blackbaud Community and Facebook), and that Blackbaud is responding as needed to outages, issues and other customer concerns. The ideal candidate for the Team Lead position is someone who can help design strategy for, launch and grow this program.
What you’ll do
- Manage a team of internal CSMs, who assist customer-facing CSM teams by running & preparing reports and other customer-facing materials, consolidating data and generating materials & information to help CSMs with escalation management.- Monitor, coach, and guide CSM performance as measured by Gainsight and other metrics.- Conduct bi-weekly staff meetings with the entire team.- Partner with support, sales, and services leadership on customer escalations from CSMs.- Drive operational excellence across the internal CSM team through process improvement.- Hire, recruit, motivate and develop team members, including new hire and ongoing product and process training.- Help design and oversee the Social Listening program.
What you’ll bring
- Experience in a people leader or team lead position who takes initiative to help others and who ensures the mission, goals and priorities are understood by all.- Strong written, communication and presentation skills with an advanced level of English.- Ability to communicate complex concepts & issues, selecting language, tone, and format targeted to the audience.- Handles professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for Blackbaud.- Exudes confidence and instills confidence in others.- Thinks globally and incisively, taking a broad view of all variables that could impact future success.- Ability to work US hours. Eligible for shift differential compensation.
It’s a bonus if you have
- Relevant experience in customer success.- Exposure to or understanding of Blackbaud products.- Expertise in one or more vertical industries within the nonprofit community.
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