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Team Lead - Enterprise Customer Success Manager

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Deliverect

1mo ago

  • Job
    Full-time
    Senior Level
  • Toronto
  • Quick Apply

AI generated summary

  • You need 5+ years in leadership focused on customer success, familiarity with the restaurant/retail industry, data analysis skills, and strong communication. Fluency in English required; additional languages are a plus.
  • You will lead a global team, develop customer success strategies, foster relationships with stakeholders, analyze data for trends, and drive operational improvements across regions.

Requirements

  • 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.
  • 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.

Responsibilities

  • - 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.
  • - Develop and implement a comprehensive customer success strategy aligned with Deliverect's overall business objectives, tailored to the unique needs of various regions.
  • - Foster strong relationships with key customer stakeholders across different markets, ensuring their satisfaction and loyalty.
  • - Set clear performance metrics, track team performance, and identify areas for improvement.
  • - Streamline customer success processes and implement best practices to improve efficiency and effectiveness on a global scale.
  • - Utilize data and insights to measure customer health, identify trends, and inform strategic decision-making.
  • - 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.

FAQs

What is the primary role of the Team Lead - Enterprise Customer Success Managers at Deliverect?

The primary role is to ensure the success and satisfaction of global Enterprise customers while driving team excellence and fostering customer loyalty, retention, and revenue growth.

How many years of experience is required for this position?

A minimum of 5+ years of experience in a leadership role, focusing on customer success or account management, is required.

Is fluency in languages other than English beneficial for this role?

Yes, fluency in additional languages such as Spanish, French, or Mandarin is a plus.

What type of work model is offered for this position?

This is a full-time, hybrid role with 3 days in the Toronto office and 2 days of remote work.

What skills are essential for success in this role?

Essential skills include excellent communication and interpersonal skills, problem-solving and decision-making abilities, and proficiency in data analysis.

Are there specific tools or technologies the candidate should be familiar with?

Yes, proficiency in CRM and Customer Success platforms like Planhat, HubSpot, Salesforce, as well as data analysis tools like Excel or Looker is required.

Will the Team Lead be involved in developing customer success strategies?

Yes, the Team Lead will develop and implement a comprehensive customer success strategy tailored to the unique needs of various regions.

What is the focus area for the Customer Success Managers under this role?

The focus area is on fostering relationships with key customer stakeholders across different markets to ensure their satisfaction and loyalty.

Is prior industry experience required for this role?

Yes, familiarity with the restaurant, foodservice, or retail industry, particularly in enterprise-level operations, is preferred.

What type of collaboration will the role involve?

The role will involve cross-functional collaboration with sales, product, and other departments globally to ensure a seamless customer experience.

Deliverect

Online Orders. Simplified.

Technology
Industry
201-500
Employees
2018
Founded Year

Mission & Purpose

Deliverect simplifies restaurant operations by integrating online orders from various platforms directly into their existing POS systems. Their ultimate mission is to streamline the management of digital orders, reducing manual tasks and errors for restaurants. The company’s purpose is to enhance operational efficiency and improve the overall ordering experience for both businesses and customers, enabling restaurants to focus more on service and less on administrative burdens.

Culture & Values

  • To infinity and beyond

    Our purpose is to be the backbone of global online food ordering and delivery. We help businesses of all sizes with their online channels by solving their biggest operational pain points. Our ambitions, too, are big and bold: we want to empower restaurants around the world to set up online food ordering, connecting them to their customers. On top of that we want to build a happy and loyal customer base as we go.

  • Be captain of your own rocket ship

    We want our team members to be happy and proud to work here, and to take ownership of their job. Our employees are given a lot of freedom to decide how to get the work done - without constant supervision. This doesn’t mean a free ride - we are big on results and focus on numbers. We take pride in this approach, trusting each team member to do their part and ask for help or guidance when needed.

  • Individually, we are one star. Together, we are a galaxy

    Helping each other when someone reaches out and collaborating to solve problems comes naturally in our company. We are a team because we respect, trust and care for each other. Our workplace is a safe haven, where we have honest, open communication, and everyone feels comfortable sharing both positive and constructive feedback.

  • Stars are made to sparkle

    In our company, we combine work and pleasure. Therefore, celebrating success is a Deliverect cornerstone. Additionally, we believe fun is also about getting acknowledged for good work, giving each other compliments and showing appreciation. We magnify each other’s strengths, not weaknesses.

  • An astronaut on the ground is safe, but that’s not what they are meant for

    At Deliverect, there’s always room for creative ideas and suggestions, no matter the subject. If you’re onto a new innovative concept, there’s no one stopping you to take the initiative. Don’t think outside the box, simply think like there is no box: your only limit is your imagination!

  • Shoot for the moon, even if you miss you'll land among the stars

    We don’t expect everyone to know everything, but we do appreciate those willing to learn and to try and dare new things, even if you make mistakes. As long as your learn from your experience and you keep communicating openly with the customer and the team, we’ll always have your back.