Customer Success Team Lead, NA (Internal Only)

At Innovative Systems, we’ve been delivering trusted, high-impact solutions for over 50 years — and today, we’re growing faster than ever. Operating with the agility of a startup and the stability of a long-established leader, we’re on a mission to help businesses unlock the full power of their data. 
In today’s world, clean, intelligent data is a powerful competitive edge. It improves customer experiences, drives smarter decisions, reduces risk, and accelerates growth. That’s where we come in. Through our FinScan®, Enlighten®, and PostLocate® solutions, we help businesses unlock the full potential of their data. Whether it’s ensuring compliance, improving data quality, or uncovering hidden insights, we deliver the technology and expertise to turn complex data into clear, actionable outcomes. 
About the Role:
We’re looking for a talented Customer Success Team Lead for our North American team. You will gain satisfaction in assisting the Senior Manager of Global Customer Success by utilizing your leadership, interpersonal and technical skills to provide guidance and contribute to the goals of maintaining a highly engaged team and culture while providing best in class support to our customers within North America and other parts of the world.
Consistently named a Top Workplace, you will play a crucial part in maintaining our long-standing reputation for superior customer satisfaction and solutions that are fast, accurate, and scalable. FinScan®, one of our most recognized products, is used by our clients in over 60 countries to identify potential money laundering and terrorist financing threats – helping to keep us all - a bit safer.
What you will be doing
The successful Customer Success Team Lead will ensure that members of the team are highly engaged, motivated and have opportunities to learn and grow by:

• Providing leadership, mentoring, feedback, and knowledge sharing.
• Promoting engagement and motivation though regular check-ins
• Being the main point of contact for North American case escalations
• Promote a spirit of cooperation and teamwork.

You will combine your knowledge of our products, and customers to ensure a continued culture of high-quality customer support and satisfaction by:

• Liaising with the internal teams as well as external clients, ensuring they are up to date on the progress of issues and resolutions
• Identifying and conducting necessary training session with CS team to ensure team members stay up to date on the products.
• Ensuring a high level of product knowledge of team members as evidenced through turnaround time of issues and ability to resolve issues independently
• Providing guidance for complex issues and change orders
• Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
• Ensuring that regular audits of communications are performed, and that appropriate training is provided to personnel in this area
• Monitoring tickets and implementing action plans and escalation procedures to address problematic areas
• Implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external)
• Maintain a high level of customer satisfaction across the team, measured on a regular basis.

You will not be bored! You'll find variety and interesting new challenges each day enabling you to continually grow your leadership and technical skills as you interact and learn from other teams. At Innovative you will get to:

• Contribute to identifying standardization, simplification, and efficiencies through seeking appropriate solutions for Customer Success.
• Improve and maintain the onboarding process for new hires
• Liaison with internal teams for cross-training in CS
• Operate as a team player to identify and seek out opportunities for continuous improvement.

You are great at and have

• Degree in Information Technology or Systems, Computer Science, mathematics, science, or related STEM concentrations.
• Proven understanding of computer systems, SQL Server or programming languages
• Proven experience with SQL Server, .NET, PowerShell, Batch Scripting, IIS
• Highly analytic with strong problem-solving and creative thinking skills
• Excellent verbal and written communication skills. Proficiency of the English language at a fluent or business level
• Ability to analyze potentially complex issues while working with less technical individuals and translate that understanding into a resolution
• Willingness to be on call after hours in customer support rotation (very minimal)

It's a plus if you have

• Programming with at least one programming language such as C, C++, C#, .Net, Java, JavaScript, HTML, XML
• Experience in creating training content
• Knowledge of the Fintech or Financial Services industry
• Knowledge of SWIFT or other payment processing
• Arabic, French, Spanish, Portuguese or other business level language / communication skills

Location – Work Environment: Innovative’s Pittsburgh PA, World Headquarters Office - Hybrid
Why Join Us? 

• Be part of a company with over five decades of credibility and the momentum of a startup. 
• Be part of a collaborative team that values clear thinking, mutual respect, and putting the customer first. 
• Enjoy strong leadership support and real opportunities for advancement. 
• Help shape the future of how organizations harness their data — for growth, compliance, and everything in between. 

Innovative's world headquarters is in Pittsburgh, Pennsylvania, USA.  Our regional offices are in London, UK; Mexico City, Mexico; Dubai, UAE, and São Paulo, Brazil.