The Company
Simply put, SpryPoint provides Smart Solutions for Smart Utilities.
Founded in 2011, SpryPoint is a leading provider of cloud-based solutions for the utility sector. Our team of experts has extensive experience serving utilities across North America, and we are dedicated to helping our clients improve their operations and better serve their customers. Our solutions include advanced billing and customer relationship management tools, as well as powerful analytics and data management capabilities. We are proud to have been recognized by industry experts and our clients alike for the value and innovation we bring to the market.
In February of 2023, SpryPoint received a strategic investment from Norwest, a leading venture and growth equity investment firm. With this investment, SpryPoint will build on its significant business momentum over the past three years, expanding its team and positioning the company to continue increasing market share of its mission-critical, cloud-native solutions for smart utilities.
Position Overview
We are currently seeking a Client Success Team Lead to join our growing team and help us exceed customer expectations. Within this role you will manage a team of support analysts, ensuring the delivery of high-quality work while fostering a customer-first mindset. You will play a critical role in leading, guiding, and motivating the team to achieve their goals and deliver exceptional support to our clients.
Responsibilities
- Define team and individual goals, training plans, and career development objectives
- Conduct regular one-on-one meetings with team members to monitor progress and support their growth
- Perform annual performance reviews for your team members
- Collaborate with other team leads to identify training needs and develop solutions
- Assist in the recruitment, onboarding, and effective ramping of new team members
- Track key metrics for individuals and the team, such as response times, resolution rates, customer satisfaction ratings, and other metrics
- Prepare reports on team performance, client feedback and other relevant metrics identifying trends, patterns, and areas for improvement
- Implementing strategies to enhance team performance
- Serve as the primary escalation point for external/internal clients regarding issues that cannot be resolved by frontline agents
- Provide expert-level troubleshooting and resolution for complex technical issues
- Liaise with cross-functional teams to diagnose, troubleshoot, and find resolutions for critical issues that have a significant impact on the business, its operations, or its customers.
- Ensure client satisfaction by addressing and resolving their inquiries and concerns in a timely and efficient manner, while providing clear and effective communication throughout the resolution process.
- Provide consistent oversight on ticket progress to make certain client timelines and expectations are met
- Ensure the team follows established quality standards and adheres to company and departmental policies and procedures
- Conduct quality audits as well as ensuring product knowledge and technical skills are maintained across the team to support client demand and industry trends
- Continuously evaluate and improve client success processes, tools, and workflows, to enhance efficiency and effectiveness
- Collaborate with other departments to streamline processes and deliver a seamless client experience
- Contribute and improve on effective internal business processes for support-related customer communication, queue management, prioritization, and assignment
Performance Monitoring and Reporting
Escalation and Support Incident Management
Quality Assurance
Process Optimization
Technical Skills
- Ability to research and troubleshoot software and technical issues
- Experience working with Help Desk, Ticketing, or CRM Software
- Thorough understanding of modern web application support methodologies
- Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure
- Mastery of office productivity suites such as Microsoft Office and Google Docs
A successful candidate will have:
- 3 - 5 years of experience in the utility software industry
- 3 - 5 years people management
- Experience with CRM software (FreshDesk, Jira, Zendesk)
- Previous experience in leading a team of 5+ people
- Strong experience in relationship building
- Previous experience with CIS, ERP, EAM software applications
Occasional travel to customer sites and user conferences across North America may be required. The successful candidate must be able to travel throughout North America with no legal or immigration-related impediment in doing so.
Our Hiring Process!
We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Here’s a peek into our hiring process for this position, so you know exactly what to expect:
👋 Stage 1: 30-minutes Recruiter Interview
We'll dive into your professional background and experience, share more about SpryPoint and the role, and answer any burning questions you might have.
🧑💻 Stage 2: Take Home Assignment
The test has a 3-day deadline and focuses on assessing your skills in key areas related to the role. We’re more interested in your problem-solving approach than perfection
👥 Stage 3: 1-hour Final Interview
If the assignment goes well, you'll move on to the final interview. You'll get to meet our Client Success Team. This is a great opportunity to show off your skills. We value collaboration, so we'll discuss the assignment together. We’re interested not just in your final solution, but also in your thought process and how you got there.
🚀 Stage 4: References/Offer
We'll check your references to confirm all the great things we've learned about you. If all goes well, we’ll be thrilled to extend an offer and welcome you to the team!
Why SpryPoint?
🚀 Remote-first and autonomous working environment with flexible working hours
💰Competitive compensation package
💻 Macbook + $500 towards your home office setup
🏥 Health, dental, vision, and life insurance
🏝️ Generous PTO, ½ day Summer Fridays, and flexible sick days
📈 RRSP (Canada) and 401k (US) matching program
🧠 Professional development courses, $2,500 annual tuition assistance, and a book bounty program
🧳 Annual company events (SpryPalooza!) and team offsites
SpryPoint is an equal-opportunity employer. We do not discriminate, and encourage applications from everyone regardless of race, religion, colour, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state, or federal laws.
If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation.
Please note that to maintain our SOC 2 compliance, we ask all candidates to complete background check and identity verification as a final step in our interview process.
