Premier Success Team Lead - Manitoba

JOB SUMMARY

The Premier Success Lead Analyst is responsible for providing peer program development, program delivery, quality control and evaluation of the Premier Success team in accordance with the standards set out by the company.

RESPONSIBILITIES

• Provides peer leadership, mentoring and coaching to support the Premier Success Team
• Provides effective communication, fostering teamwork and collaboration, demonstrating cultural competence service
• Responsible for identifying gaps in service & new initiatives, identifying barriers and making recommendations
• Conduct daily team meetings to identify tasks that have to be completed each day
• Collaborates with Premier Success manager to ensure that the team has the necessary tools and resources to deliver exceptional service
• Facilitate the continued improvement of the client process
• Works closely with Client Success Specialist to:
  • Lead team prioritization and scheduling and facilitation of regular meetings
  • Coordinate the day-to-day efforts of Premier Success Team activities
• Works closely with Premier Success manager to:
• Gather details on staff performance concerns
• Ensure Premier Success clients are satisfied with the products and services we provide
• Establish productive, professional relationships with key personnel in assigned client accounts
• Understand client’s needs and proposes relevant solutions
• Provide consultative and analytical services that will align UnionWare with client initiatives and objectives, and to improve client process, organizational structure, and proces

QUALIFICATIONS

• A University degree in Computer Science or Business Administration or equivalent work experience
• A Background in the Software Industry and Software Development Processes
• Experience managing a team

SKILLS

• Strong character traits including empathy, caring, and honesty
• Excellent client service and communication skills
• Must possess sound decision-making skills
• Ability to mentor and train staff
• High work standards-work ethic, task completion, consistency, follow up, accuracy/attention to detail, time management
• Personal management skills-accountability, self-management, adaptability, creativity, initiative, implementation skills, and problem solving
• Proven strong project and process management skills with sound business judgment