Customer Solutions Team Lead
4 weeks ago
Job Overview:
ZoomInfo is seeking an experienced Team Lead to excel in communication, presence, and confidence. This role is integral to our strategy to ensure every customer is successful. You will work with our customers to build relationships and drive value based on customer-defined goals. You will be responsible for delivering exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries.
Key Responsibilities:
- Team and People Management: Manage a team of individual contributors to drive customer-focused results by delivering consistent feedback and coaching, setting goals, and carrying out effective career-planning conversations.
- Process Management: Track the team's standard KPIs, including CSAT, Time to First Response (TTFR), Time to Resolution, Time to Escalation, and ticket types by channel. Create policies, procedures, and processes for the team to ensure customers receive excellent and consistent service.
- Customer and Escalation Management: Provide day-to-day support for our growing customer base, including incident management and workflow recommendations to ensure customers can get the most out of our platform. Act as a player/coach to support the team and customers with questions, concerns, and issues with our platform.
Requirements:
- Bachelor's degree and people management experience preferred.
- Minimum of 1 year of experience at ZoomInfo or equivalent industry experience.
- Proven ability to multi-task and successfully manage multiple priorities simultaneously.
- Excellent customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
- Experience working with CRMs, including Salesforce.
What You Bring:
- A strong sense of urgency.
- Ability to empower end-users to support themselves using our online training resources.
- Excellent organizational, written, and oral communication skills.
- Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation.
Working at ZoomInfo:
ZoomInfo is a leading provider of go-to-market intelligence solutions. We are committed to helping our customers achieve their goals through exceptional customer experiences.
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