Manager - Customer Success Team Lead

Customer Success Team Lead

Rockville. MD

Pay From : $130,000-150,000 per year

MUST :

Experienced Customer Success Team Lead

5 years of experience in service delivery and client engagement in IT services, with a preference for experience within an IT Managed Service Provider (MSP) environment.

2 years in a leadership or supervisory role, with a proven ability to manage and mentor teams, provide day-to-day guidance, and ensure high performance and growth.

Experience in developing, implementing, and maintaining service delivery frameworks, including policies, procedures, and standardized documentation for client solution implementation and ongoing service delivery.

Skilled in setting performance goals and KPIs for team members, conducting regular reviews, and taking corrective actions when needed to address performance gaps. Ability to manage workload distribution effectively for optimal team efficiency.

Strong ability to build and maintain client relationships, manage service delivery, address escalations, and ensure high client satisfaction through consultative communication and problem-solving.

In-depth understanding of solutions and managed services offerings, ensuring that both the team and clients receive up-to-date information and support.

Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools

Excellent communication (verbal and written), interpersonal business management, time management, and developmental skills, comfortable working with C-suite executives in a consultative fashion

ITIL v4 Foundations Certification (preferred)

BS / BA degree required, BS / BA in Information Technology or Business disciplines (preferred)

DUTIES :

Provide day-to-day management, guidance and mentorship to the CSM and CSA teams.

Develop and maintain the CSM delivery framework encapsulating policy, processes and procedure.

Develop and maintain standardized delivery documentation and deliverables for client solution implementation and ongoing delivery.

Manage CSM and CSA team members' performances through scheduled reviews, formal planning and goal setting and provide leadership and guidance for professional development.

Provide workload management for the team to ensure that inbound work is distributed to enable efficient response / action and work is distributed equitably across the team.

Monitor report and action on Key Performance Indicators for CSM and CSA team's performance, both at a team and an individual level.

Evaluate and assess delivery performance metrics, derive actions and plans based on analysis, provide upstream reporting and analysis on CSM and CSA teams performance and quality.

Develop and maintain an extensive working knowledge of solutions and managed

services offerings.

Perform miscellaneous job-related duties as assigned.

Progression Inc. is an affirmative action / equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. #INDPRO

Salary : $130,000 - $150,000