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Team Lead, Customer Success Montreal, QC, Canada

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  Team Lead, Customer Success Montreal, QC, Canada
Employer: Upgrade Membership Job Posted: 8/5/2019
Location: International Job Status: Full Time
Experience Level: TBD  

Job Description:

The Customer Success Manager (CSM) Team Lead will lead a team to execute on service processes in support of our CSM role and program. The team lead will serve as a mentor and coach to CSM’s and assist in at risk client issues. The CSM – Team Lead will take on an area of expertise (e.g. training, process and workflow, client service operations) and be responsible for running projects related to their specific area.

Job Summary

The CSM Team Lead will demonstrate expertise in handling difficult client requests, and how to best advise the marketing experts on solutions to meet those clients’ business needs. In this role, the CSM Team Lead will assist in onboarding new hires, deliver instructional training, build rapport with local Regional Operations Specialists to help with at risk campaigns, and assist and coach CSMs in troubleshooting their digital marketing campaigns. A successful candidate for a CSM Team Lead will be able to quickly diagnose campaign performance issues, recommend changes, and communicate changes to ReachLocal clients.


The candidate must be flexible and able to multitask across a variety of job duties, including:

• Proactively manage the customer relationship while conducting regular scheduled meetings
• Help coach and provide structured feedback to CSMs to improve their client communication and campaign management
• Handle escalated issues
• Troubleshoot performance issues for at risk clients while creating new, innovative solutions to meet the changing needs of our clients
• Incorporate constantly evolving technologies and processes into the client solution delivery process
• Help build culture and be a positive role model for the department

Knowledge skills and abilities:

• Ability to quickly master business process, marketing and technology concepts
• Ability to communicate effectively with internal sales teams and other departments to achieve common goals
• Demonstrate expertise in customer relationship management
• Mastery of key technologies and systems to manage digital marketing campaigns
• Ability to provide feedback and coaching to Customer Success Managers on client communication, campaign performance, and the entire digital marketing landscape
• Ability to coach or lead by example for client communication and campaign management
• Strong verbal and written communication skills

Key Competencies

• Organization
• Able to manage time and prioritize multiple tasks in a fast-paced environment
• Organize tasks, deliverables and meet commitments on time
• Sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of time demand involved.
• Analytical Thinking
• Capable of interpreting data and making recommendations to prove performance
• Quickly identify the symptoms and underlying cause of problems
• Able to recognize trends and effectively prepares for anticipated changes.
• Business Process and Technology Acumen
• Capable of quickly mastering business processes
• Ability to master technology solutions
• Conflict Management
• Good at focused listening
• Able to provide feedback in constructive and structured manner
• Can find common ground and explains differing viewpoints comprehensively
• Thinks carefully about the likely effects of one’s words, actions, appearance and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question.


• Bachelor’s Degree in General Business, Economics, Finance, Marketing, Advertising, Public Relations, Journalism or English
• 3+ years hands-on experience managing online/digital advertising campaigns
• 2+ Year experience in the Marketing Expert Role

Req #8361



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