Teamlead, Customer Onboarding (m/f/d)

Job description

Hi there! Thanks for stopping by 👋 Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! We’re looking for a Team Lead to join our German Customer Implementation/onboarding team in Berlin. As the Team Lead, you will play a crucial role in overseeing and managing a team of Implementation Consultants and Implementation Coordinators responsible for the remote deployment of our products and services. *** Please note this role is based in Berlin, Germany.*** What you’ll be doing: Lead and mentor a team of Implementation Consultants, providing guidance, support, and training as needed Collaborate with cross-functional teams to streamline processes and optimise project efficiency Act as an escalation point for client issues, providing timely resolution and maintaining a high level of client satisfaction Accountable for the performance of the DACH team; ensure that team KPIs and performance metrics are achieved on a monthly and quarterly basis Monitor and assess the performance of the team against key performance indicators Provide regular coaching and feedback sessions and conduct performance reviews to ensure continuous improvement, empowering team members with skills to improve their confidence, product knowledge, and communication skills Be a customer advocate within Lightspeed and act as a liaison to other teams: identify common customer challenges, partner with other departments to develop solutions, making sure to keep the team aligned with future projects and relevant initiatives Work closely with department leadership on delivering the longterm vision of the team What you need to bring: Our team is responsible for ensuring that all customers are successfully onboarded on our platform, through establishing early stage customer satisfaction, trust, and product adoption. We're looking for a Senior candidate who has experience with the following: Experience in a leadership role (3 years+) First-hand experience in a Customer Success/Onboarding/Customer Support role in B2B environments An understanding of the customer journey, including the importance of the customer experience throughout their lifecycle, specifically within onboarding Demonstrated ability to work towards common goals and enable team members to deliver results Experience in a SaaS and/or technology-related field Knowledge of Mac…