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Overview

We have an exciting opportunity on a team that is driving transformational assisted care experiences. We are looking for a leader with passion for developing teams and delivering for customers. The Lacerte assisted support team in Customer Success is a group of experts that deliver awesome support experiences for our customers on Lacerte and related products.

- Drives customer-centric change in the organization - Build and lead a team that solves for customers and delivers an experience so profound that customers love using our products and services and actively recommend them to others- Manage the service delivery experience, which includes operational leadership of our assisted support channels- Engage in the analysis and recommendations created through customer analytics and reporting - Gathering and collating customer insights from the support experience to provide actionable recommendations- Continuously collects and reports data that enables fast, educated actions to eliminate customer pain - Providing training, coaching, escalation management and quality monitoring for staff

What you'll bring

• 2+ years management experience
• Proven ability to provide guidance and support to front line experts and coaches.
• Can deliver strategic and operational guidance to direct and indirect staff, performance management, career enrichment and mentoring.
• Demonstrated ability to lead and participate across all levels of the organization.
• Ability to manage a team who works on several different projects simultaneously.

How you will lead

- Ensures team projects focus on True North goals, providing new and innovative ideas/approaches to business problem - carries these ideas into action.- Develops high performance teams by diagnosing, understanding and facilitating team dynamics. Assess team performance against plan and execute performance management as needed. - Continuously assesses and improves processes and drives improvements in processes they interact with. Seeks out opportunities to enhance the business proactively. - Creates and leads an environment where people are encouraged to share information, constructively debate, and communicate freely. Build relationships and networks that support this culture and enable performance growth