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“InMoment” Company Details
| Company Name | InMoment |
| Rating | 4.4 / 5.0 |
| Job Type | Full-time |
| Job Position | Remote Position |
Team Lead, Technical Success Job Overview
This position is ideal for someone with a strong technical background, leadership skills, and a passion for customer success.
What to do in InMoment company Job
YOUR OPPORTUNITY
As the Team Lead, Technical Success at InMoment, you will play a pivotal role in leading a team dedicated to ensuring the technical success and satisfaction of our clients. This position is ideal for someone with a strong technical background, leadership skills, and a passion for customer success. Your primary responsibilities will include overseeing a technical success team, enhancing client experiences, and ensuring successful deployment and optimization of our solutions.
WHO WE ARE
At InMoment, we #OwnTheMomentsThatMatter. We believe every moment offers a new opportunity to make an impact. In every interaction, whether it is personal or professional, we are intentional and we take deliberate action to make the lives of our families, teammates, clients, and community better. As you join InMoment you join an industry-leading company who is dedicated to improving experiences and helping businesses take actions through an integrated CX approach:
- Integrating the voice of the customer wherever they are in their journey (taking surveys, on social media or leaving reviews, calling the contact center).
- Integrating an AI powered approach to eliminating data silos and leveraging intelligence.
- Integrating CX technology to prioritize action and inform business decisions—through self-serve or strategic advisors.
Ultimately, we are the best at helping our clients achieve better business results and Experience Improvement (XI) with the best-in-class CX analytics & action solutions.
WHO YOU ARE
- 5+ years of experience in technical support, customer success, or a related field, with some of that time in a leadership role or leading initiatives.
- Strong technical acumen with experience in software solutions, cloud technologies, and customer experience platforms.
- Proven ability to lead and manage a team of technical professionals in a fast-paced environment.
- Excellent problem-solving skills with a track record of resolving complex technical issues.
- Strong interpersonal and communication skills, capable of working collaboratively across different teams and with clients directly.
- Familiarity with technical success metrics and KPIs, and experience using these metrics to drive team performance.
- Commitment to delivering exceptional customer service and improving client relationships.
- Ability to prioritize tasks and manage time effectively in a dynamic environment.
WHAT YOU’LL DO
- Lead and manage a Technical Success team, ensuring high levels of delivery and customer satisfaction.
- Oversee the onboarding, training, and development of team members to ensure they are equipped to meet client needs.
- Lead by example, fostering a culture of excellence, accountability, and collaboration within the team.
- Monitor team performance against billable and training metrics.
- Serve as a key point of escalation for resolving complex technical issues affecting clients.
- Implement best practices and continuous improvement initiatives to enhance service quality.
- Work closely with the Product and Engineering teams to relay customer feedback and influence the future roadmap of InMoment’s solutions.
- Collaborate with Sales and Customer Success teams to ensure a seamless customer journey.
WHAT YOU’LL GAIN
- Unlimited PTO – We encourage all employees to recharge! 8 Paid Holidays + 2 Floating Holidays, Your Birthday Off, Volunteer Day, Fully Paid Parental Leave up to 18 weeks
- Medical with FSA and/or HSA (which includes an employer match up to $1,500)
- Free starter membership to the GymPass app, with access to a network of gyms as well as full access to popular wellness apps such as Calm, Headspace, Meditopia, and Strava
- 401(k) Retirement matches dollar-for-dollar for the first 2%, and then 50 cents on the dollar for the next 4%. There is a 2-year vesting period for the employer contributions
- Access to financial counseling through WellCents
- New Hires are eligible for benefits on the first of the month following their hire date.
- No cost life insurance, short and long term disability
- Robust Employee Assistance Program with podcasts, training, webinars and counseling.
- Autonomy – We trust our employees and offer an extremely flexible work schedule
- Fun, innovative, collaborative and supportive working environment
- Inclusion and Diversity teams – Women of InMoment and InMovement
- Employee rewards and referral programs with generous payouts
About InMoment
InMoment’s Experience Improvement (XI) approach goes beyond traditional customer experience (CX) management and combines data, technology & industry expertise.
Application Deadline
August 30, 2024
Department
Technical Success
Employment Type
Full Time
Location
Remote, USA
Workplace type
Fully remote
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