Team Lead, Implementation Consulting

In your role a Team Lead, Implementation Consulting (NA), you will contribute to our vision of Customer Success: 

• We come as One Team to inspire and empower customers to unleash the value of their communications, ultimately maximizing their ROI. 
• We cultivate an inclusive environment, ensuring everyone's voice is heard and respected. We actively seek feedback and we challenge each other to continuously improve our processes and ourselves. 
• We will contribute to the pursuit of a new communications category creation, by amplifying the value customers have realized.
• We will keep achieving outstanding results in GRR, CSAT and market leading NRR globally, all while streamlining our operations for greater efficiency.

The role will report directly to the Senior Manager, Consulting (NA). We expect you to: 

• Take ownership of our Customer Success Metrics as a whole, beyond your role. 
• Be pro-active in communicating with partners, customers and peers. 
• Bring in a positive attitude, as well as constructive feedback towards change. 
• Respect and live our values: 
• We truly care
• When you grow, we all grow
• We take ownership

You will be leading a team of Implementation Consultants. As Team Lead in this Organization, we expect you to: 

• Lead by example, show a positive attitude, and be a driver of change.
• Grow your team and yourself by pushing boundaries.
• Take ownership

Important: This is a hybrid role. Core in-office days in our Minneapolis-Saint Paul co-working space are Tuesdays-Thursdays, and it is expected that folks will be in the office a minimum of 1-2 day(s) per week during core days. As our Minneapolis-Saint Paul location continues to grow, in office attendance will increase to a minimum of twice weekly during core office days. 

What you’ll be doing 

• Lead and develop the Implementation Consulting team in the NA region, providing guidance and support to ensure successful onboarding experiences for new clients.
• Support the execution of the global onboarding strategy and continuously think of ways to improve the onboarding experience for the customers and for the teams
• Lead and finish initiatives and OKRs for global SBC (Staffbase Consulting).
• Collaborate closely with CSM and Sales departmental leads to establish team goals and delegate tasks effectively.
• Manage the delivery of onboarding projects for new clients, working closely with global and regional cross-functional teams, including Customer Success, Technical Consulting, and Customer Support.
• Collaborate and partner with sales leadership to support pre-sales activities and ensure a seamless transition from Sales to Consulting.
• Identify and address knowledge gaps within the team and across teams to enhance the onboarding experience for customers.
• Supervise all implementation projects managed by the NA team and handle any escalations as needed.
• Provide regular reporting on team and Consulting  project status, metrics, and KPIs using internal reporting tools, including utilization tracking
• Conduct growth talks, manage hiring processes, and oversee timely and effective performance management.
• Collaborate with our Senior Manager, Consulting (NA) to ensure effective people leadership and team development.

What you need to be successful

• Strong leadership skills, with the ability to provide effective coaching and mentoring.
• Demonstrated ability to collaborate with cross-functional teams and stakeholders to achieve shared goals.
• Familiarity with internal reporting tools to track and report on team and project performance.
• Results-oriented and challenger attitude with a focus on driving customer success and achieving company objectives.
• Adaptability and flexibility to work in a fast-paced, dynamic environment.
• Innovative mindset with a passion for continuous learning and improvement, staying updated on industry trends and best practices.
• Demonstrated ability to collaborate with cross-functional teams and stakeholders to achieve shared goals.
• Excellent project management and organisational skills, with the ability to prioritise and delegate tasks effectively.
• Familiarity with internal reporting tools to track and report on team and project performance.
• Strong communication and interpersonal skills, with the ability to build relationships and facilitate productive collaboration.

What you'll get

• Competitive Compensation - we offer attractive salary packages including an Employee Stock Option Plan. 
• Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $1608. 
• Growth Budget - all employees get a yearly budget for external training of $1200. 
• Wellbeing - in addition to 30 days PTO and 10 wellness days, we’re running a 4-day-work week every year in August. 
• Support - we’re offering a 401(k) plan with company match and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave.
• Team Building - Regular team and office events including the yearly Staffbase Camp
• Volunteer Day - you’ll get one day off per year for supporting a social project. We will donate a small amount for that project in addition.
• Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid.