The Customer Success Team Lead (Implementation) plays a critical role in ensuring the successful implementation of the Datarails platform for the Datarails customers. The Team Lead will manage a team of Implementation CSMs and various Datarails resources to deliver high-quality implementation that meets and exceeds customer expectations. The Team Lead will oversee the entire implementation process, from initial planning to final deployment, ensuring projects are completed on time, within sales-scoped hours.
Key Responsibilities
- Team Leadership and Development
- Manage and lead a team of implementation CSMs. You’ll be responsible for hiring, training, and coaching your team to take their success to new heights.
- Ongoing mentorship and weekly 1:1s leading conversations around each individual’s growth and career path. Conduct regular performance reviews and provide constructive feedback.
- Foster a collaborative and high-performance team environment; Team should be comfortable reaching out to other team members to discuss best practices, implementation approaches and build overall team camaraderie. The Team Lead should be spearheading this effort through ongoing coaching and encouraging open dialogue and collaboration.
- Project Management
- Oversee multiple implementation projects simultaneously, guiding and being the technical focal point for implementation.
- Oversee the team project plans for the implementation, timelines, and scoped hours.
- Review and approve the conclusion of the implementation (handoff to live) process to ensure implementations meet customer expectations.
- Identify and escalate project risks and issues to the CS leadership and to other teams when needed (Sales, Product, RnD).
- Customer Engagement
- You will serve as the escalation point for customers and your team members on customer issues, so if they run into a problem you can step in to give guidance and act as additional support on calls to determine the next steps.
- Conduct a status meeting with customers and provide detailed project updates. And check the implementation progress and feedback.
- In addition, you will have a small portfolio of customers (~2-4 at a given time) to keep up with the latest product updates.
- Cross-Functional Collaboration and Process Improvement:
- Collaborate with sales, live team, and product teams to ensure a constant improvement in the customer journey.
- Provide feedback to the product team on customer needs and potential product enhancements. Be part of the Product expert group.
- Give feedback to the pre-sales team scoping implementation docs.
- Continuously improve implementation processes and methodologies. Mainly our Implementation playbook and subprocesses.
What you bring to the table:
- 5+ years of industry experience and/or 1.5+ years of experience at Datarails, ideally in a customer-facing role. You have the ability to operate independently and work with management to improve the organization operations.
- History of building and maintaining strong collegial relationships, knowledge-sharing, and mentorship of team members. Preference may be given to candidates with experience as an onboarding buddy for new hires.
- Strong communication skills. You navigate difficult conversations with ease and are comfortable raising red flags and asking questions with customers and when providing feedback to team members.
- Strong customer skills. You are prepared to serve as an escalation point for your team and able to take point on challenging customer implementations.
- Internal Requirements - In-depth understanding of datrails's products, sales, and processes. Demonstrated track record of success in current role within datarails.
- Strong relationships with key internal stakeholders and a deep understanding of the company's customer base.
What we offer:
- Competitive compensation, ongoing recognition, and, most importantly, a chance to learn, contribute, and develop your skills.
- Meaningful equity
- US: 401(k) plan with up to 4% match
- Canada: 4% RRSP contributions
- US: Top-of-the-line healthcare (medical, vision, and dental), with 100% paid coverage for employees + generous coverage for dependents
- Canada: Extended healthcare coverage
- Paternity leave
- Flexible PTO + 12 paid company holidays
- Life insurance
- And more!
We want to make sure everyone has an equal chance to participate and make a difference. Datarails is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Datarails’ policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
