Customer Success Team Lead

Sprezzatura Management Consulting

About The Position

You...   As a Customer Success Team Supervisor, you will focus on supervising the VA Health Connect team which provides customer support to end users. Improving customer experience and driving overall support strategy. Key responsibilities include supervising and developing a high-performing team, analyzing support data to identify trends, and collaborating with other departments to ensure seamless customer support. Us... We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers. This mantra drives us to succeed and act as true partners in advancing our client’s missions.

Requirements

Ability to obtain a Public Trust government clearance
Bachelor’s degree in Computer Science, Engineering or other technical discipline required, OR equivalent work experience
Salesforce Admin Certification (required)
5+ years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organization
Equivalent work experience with a total of 2-5 years managing IT incidents, changes, or problems or similar role in a global organization
Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers
Knowledge of IT Operations and key systems
Demonstrated ability to communicate complicated IT issues to IT users, non-IT end users and executive leadership. Must possess excellent communication skills
Knowledge of IT Operations and key systems
Experience with planning and performing regression testing
Some familiarity with Agile project management and sprint planning
Ability to work independently as well as collaboratively on cross-functional teams.
Highly skilled in interpersonal and verbal/written communications, presentations, and problem-solving skills

Nice To Haves

Experience supporting Department of Veterans Affairs (VA) and/or other federal organizations desired

Responsibilities

Team Leadership & Development: Supervising, mentoring, and coaching a team of customer support agents. This includes performance management, training, and development to ensure a high-performing team.
Strategy & Process Improvement: Developing and implementing customer support strategies, policies, and procedures to enhance customer satisfaction and efficiency.
Customer Feedback & Analytics: Analyzing customer feedback, support metrics, and industry trends to identify areas for improvement and opportunities for service enhancement.
Cross-Functional Collaboration: Collaborating with other departments (e.g., product, engineering, sales) to ensure seamless customer experience and gather insights
Escalation Management: Managing escalated customer issues, ensuring timely and satisfactory resolutions, and maintaining positive customer relationships.
Improve documentation / details in SNOW to include SOPs for Tier 1 / Tier 2 trouble shooting with specific example.
Processes for ticket triaging/management escalation, parent / child ticket processes.
Tier 2 to Tier 3 escalation processes and documentation; define criteria, scenarios.
Develop categories for T1 / T2 support for reporting and escalation process.
Streamline and document the process for closing tickets in SNOW.
Training documentation for T1 / T2 team and to ensure the team is trained on all new features.
Define the Process for GO LIVE support and defining the process for production release support.
Performance Measurement & Reporting: Monitoring key performance indicators (KPIs), compiling reports, and providing insights to improve customer support effectiveness.
Training & Onboarding: Providing training and onboarding for new team members, ensuring they have the necessary skills and knowledge to succeed.
Industry Knowledge: Staying up to date with industry trends and best practices in customer service and support.
Problem-Solving & Decision-Making: Effectively identifying and resolving customer issues, making informed decisions to improve processes, and advocating for changes based on customer feedback.

Benefits

Medical, Dental, and Vision
Health Saving Account (when enrolled in eligible plan) with Company contribution
Company paid Life, Accidental Death, Short-term & Long-term Disability
Voluntary Accident, Hospital Indemnity, & Critical Care Insurance
Voluntary Medical & Dependent Care Flexible Spending Accounts
Accrued Paid Time Off & Company Paid Holidays
401(k) Retirement Plan with Company match

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