Customer Experience Team Lead

Job Summary:

Job Description:

Customer Success Management (60%):

• Become knowledgeable of Metafile Information Systems products (SaaS platforms, APIs, integration tools, etc.) to best articulate the value and capabilities of potential solutions to customers.
• Support sales organizational performance targets by referring back-to-base growth opportunities and proactively identifying upselling opportunities within customer renewal cycles.
• Maintain satisfactory client health scores for managed accounts via CSAT surveys, usage analytics, and other data-driven tools.
• Ensure and consistently work towards customer satisfaction so customers continue to see Metafile Information Systems as a long-term partner.
• Demonstrate the value of adopting new releases and features (e.g., cloud updates, platform enhancements, security patches), guiding product upgrade processes to guarantee successful implementation.
• Lead the management and remediation of complex critical situations, including technical escalations and service disruptions.
• Conduct regular customer success action plan meetings to provide updates and address challenges impeding customers’ success, including technical roadblocks.
• Lead account management meetings with sales, engineering, and product teams to develop successful strategies to create enduring business relationships.
• Partner with cross-functional team members (developers, engineers, product managers) to translate business needs and product requirements into new technical solutions for customers.
• Develop an in-depth customer portfolio to communicate customer activities, including technical implementation progress, to other Metafile Information Systems departments and customers.
• Work closely with Metafile Information Systems Professional Services, Product Management and Development, and Account Management to ensure customer activities are well communicated internally, specifically technical requirements and progress.
• Manage issue logs of frequently encountered customer issues, including technical bugs and integration problems. Communicate customer priorities to internal Metafile Information Systems departments.
• Manage critical customer escalations to ensure issues are handled quickly and effectively, especially those involving technical failures.
• Organize and lead regular status meetings with the customer and Metafile Information Systems departments, including technical team members.
• Arrange and attend on-site customer meetings as needed, including technical workshops and implementation reviews.

Project Management (40%):

• Coordinate technical aspects of customer onboarding and implementation projects, including setting timelines, managing resources, and tracking progress.
• Facilitate communication between customers and internal technical teams (development, engineering, IT) to ensure project milestones are met.
• Develop and maintain project documentation, including project plans, status reports, and technical specifications.
• Manage project risks and issues, proactively identifying potential problems and implementing solutions.
• Utilize project management tools (e.g., Workfront, Jira, Asana, Trello) to track tasks, manage dependencies, and ensure project visibility.
• Coordinate testing and validation of technical solutions before deployment.
• Manage the deployment and integration of Metafile Information Systems technology solutions into customer environments.
• Track and report on project metrics, including time, budget, and quality.
• Coordinate training and knowledge transfer for customers on new technical features and functionalities.

Qualifications:

• Bachelor’s degree in Business, Communications, Marketing, Computer Science, Information Technology, or related field preferred.
• 4-5 years in customer-facing roles, such as customer success management, customer service, project management, technical pre-sales or other technical consulting roles.
• Strong understanding of technology concepts, including SaaS, APIs, cloud computing, and software development lifecycles.
• Excellent verbal and written communication skills are essential for interacting with customers, internal teams, and stakeholders, including technical personnel.
• The ability to analyze customer data to identify trends, track performance, and make data-driven decisions is increasingly important.
• Enterprise-level business acumen and understanding of the company's products and services is essential for providing effective support and guidance.
• Problem-solving and coordination skills needed to identify and resolve customer issues effectively is crucial, particularly in technical contexts.
• Experience with project management methodologies (e.g., Agile, Waterfall) and tools.
• Experience in vertical market software, technology, or SaaS organizations preferred.
• Ability to travel as needed (up to 25%)  for on-site customer visits, quarterly or bi-annual business reviews, and technical implementation meetings.

Worker Type:

Number of Openings Available: