Team Lead, Client Success Management
“Working as a Team Lead, I have been given the opportunity to expand my project management and people manager skills by working on incredible initiatives with smart and creative individuals that impact not just my team, but all of Client Success and the company as a whole. It is exciting and challenging work that has allowed me to gain experience and expand my skillset quickly. And the bonus; getting to work with incredible clients who focus on the betterment of their own organization, who have their own unique and creative challenges and successes that I can be a part of." - Bonnie, Team Lead, Client Success Management, Calgary
We are looking for a motivated, service minded individual to help lead our Client Success Managers on their mission to ensure our clients gain the maximum value from their investment in our product, Absorb LMS. If you are your best self when managing de-escalations and leading a team of highly committed, client focused, and performance driven individuals then look no further as this may be the role for you!
You are passionate about leading people and committed to delighting our clients and fostering professional relationships as an LMS learning expert, all while promoting our learning ecosystem values, goals and outlook. Further to this, you will work alongside other Team Leads to manage a high-performance team and will help them by setting and achieving personal development goals, monitoring, and refining our client success metrics; implementing initiatives that result in strong collaboration and drive success for our clients.
Interested to know what it’s like to be a Team Lead on the Client Success team? Check out what Mark Leci, Team Lead, Implementations has to say about working at Absorb: HERE.
Drive client success initiatives/activities with the goal of increasing client satisfaction and reducing churn.
Recruit, hire and nurture a world-class client success team.
Refine (and define) key operational metrics for performance monitoring.
Foster a culture of collaboration, high-performance and continuous learning.
Lead regular team meetings and mentor/coach team members.
Identify churn risk clients and collaborate with internal teams to reduce churn.
Serve as the first escalation point for client and team issues.
Align client success initiatives with the goals of other departments.
Collaborate with other teams to address client success projects and initiatives.
Develop a trusted advisor relationship with client stakeholders and executive sponsors to drive product adoption and ensure clients are leveraging the solution to achieve full return of investment.
Lead client success team and support client communications leveraging tools including but not limited to Gainsight, Salesforce, Atlassian Suite, and Zendesk.
Minimum 5 years’ experience in Client Success, Customer Retention and/or Business Development.
Minimum 3 years’ experience in a Team Lead or Supervisory position with at least 5 direct reports.
Experience mentoring and supporting professional development.
Demonstrated experience in providing exceptional client support in a fast-paced environment.
Strong problem-solving skills and data analysis abilities.
Experience with an LMS or Salesforce is an asset.
Exposure to leading a remote and/or international team.
Experience in project management.
Fluency in a second language, preferable French.
Technologies we use: Salesforce, Gainsight, AbsorbLMS, Zendesk, the Atlassian suite, Zoom
Absorb Software is a learning technology company based in Calgary, Alberta Canada, with offices in London, Dublin, Tampa, Boston, Salt Lake City and Sydney.
Absorb offers both Absorb Infuse, the first Learning Experience Platform (LXP) to offer a true in-the-flow learning experience, and our flagship product, Absorb LMS, an industry-leading and award-winning Learning Management System for businesses, higher education, government and non-profit agencies around the world. Absorb is setting new standards in learning technology and support, fueling companies who believe that people are their greatest asset.
We exceed expectations across enterprises, industries and continents, helping people learn at the speed of now and preparing companies for the future of work. How do we do it better? We pay attention to the details and go deep where it matters. Turning a culture of learning into a revenue engine for global titans the world over.
Care to join us?
Why work at Absorb Software?
This position is eligible for participation in Absorb’s Bonus program as outlined in Absorb’s Bonus Program Policy.
RRSP matching program.
Employer paid benefits: health, dental and vision.
Professional development plans.
Career progression/internal mobility opportunities.
Inclusive work environment.
Casual dress code.
Company/team building events.
Games room, meditation & yoga space, state of the art workplace.
Additional requirements/information for candidates:
This position will be subject to pre-employment background screening, including a criminal record check.
The successful candidate must be able to show proof of legal eligibility to work in Canada without sponsorship.
The successful candidate must be able to temporarily work remotely during the Covid-19 pandemic.
Incomplete online applications will not be considered.
Applicants will be accepted until a suitable candidate is found
Absorb Software is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people.