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Title: Team Lead – Implementation & Onboarding Department: Customer Success Group Reports to: Program Manager FLSA Status : Exempt We’re a fun, fast-paced and innovative company who lives and breathes technology. We’re on a mission to simplify the challenges of global immigration and compliance through technology. What we are looking for:                                                           We need a passionate team leader who can strategically solve problems and manage multiple moving pieces regarding our customers onboarding, adoption and engagement to help our customers maximize their value while using products and services. The ideal candidate must have previous project delivery and customer relationship experience. This person must also have excellent communication, motivational skills, and the ability to empathize with others and passionate about providing an exceptional experience for every customer. Essential Tasks and Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Execute implementation projects and ongoing value-add services while partnering closely with sales and professional services business as well as tech team members. Own project deliveries and guide team to drive the onboarding efforts of new and existing customers by understanding business objectives and partnering with the professional services team to tie those to technical configuration and detailed design deliverables. Develop detailed project plan schedules and work breakdown structures to ensure project team accountability for milestone dates and work quality. Create comprehensive weekly status reports and communication plans to executive sponsors and internal/external project teams. Proactively identify implementation risks and mitigate them effectively and efficiently. Maintain a deep understanding of customers business, strategic objectives and challenges in order to position as a trusted thought leader and advisor. POSITION DELIVERABLES Work with team to map out key process flows, document findings and present recommendations to clients. Help and lead team to Incorporate business findings and recommendations into scalable solution design. Set up projects for success through proper work track alignment, governance and systems. Devise and maintain high-level and detailed project plans. Help and guide team members to manage day to day implementation interactions with clients at levels including individual contributors, managers and executives. Guide team in creating and maintaining project-related documentation to ensure attainment of key project milestones on-time and within budget. Review and approve the business requirements created by team members into technical specifications. Collaborate with team members throughout the entire engagement lifecycle design, configuration, build, testing, deployment and post go-live support. Help and guide the team to present solution designs and gain feedback from clients through user testing session and leading end-user training. Competencies Customer Service – Since such a large chunk of an Team Lead’s time will be spent directly interacting with clients, it’s important for them to have excellent customer service skills. Extensive Technical Knowledge - In order to be able to meet each client’s needs and install each system correctly, the Team Lead need to have a great deal of technical knowledge and experience. Troubleshooting - During the process of setting up a new system, at least a couple things are bound to go wrong. Because of this, the Team Lead needs to be a good problem solver. Interpersonal Skills - Since setting up a new system will demand the efforts of an entire team, the Team Lead will need to be able to effectively communicate and work with that team. Ability to Multitask - The goal of providing good customer service is to make each client feel like they’re the only customer that matters. If the Team Lead is able to multitask and juggle different projects simultaneously, they’ll be able to achieve that. Education/Experience Bachelor’s Degree required, or equivalent work experience. 5+ years of experience in professional services, management consulting, customer success, or another client-facing role required. SaaS experience preferred but not required. In-depth knowledge and experience with delivering enterprise software application implementations successfully. Proven ability to manage medium or large-scale projects throughout entire lifecycle. Executive presence and confidence in communicating with technical, business, and C-level stakeholders. Ability to create structure in ambiguous situations and design effective processes. Strong technical skills that allow for an ease when guiding customers through technical processes. Process flow optimization and organizational change management experience within a company or as external consultant. Team player with the highest level of integrity. Superb organization skill and attention to detail. Excellent verbal, written and listening skills with the ability to receive and convey information effectively with clients through all channels of communication. Supervisory Responsibility You will oversee the US Implementation & Onboarding team. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate through clear speech and writing. The employee will be required to sit before a computer, use computer equipment and office software, and use office equipment including the telephone. Internal and external meetings will require the employee to stand; walk; use hands. The job requires the ability to occasionally lift office/exhibit products and supplies up to 15 pounds. Position Type and Expected Hours of Work This is a full-time position. Hours of work and days are typically Monday through Friday, 8:30 a.m. to 5:30 p.m. Work may require communication/teleconference with offshore teams which will need the person in this role to be flexible for communicating with stakeholders in different time zones. Location This job is located in the Pleasanton, CA/U.S. Headquarters office. Travel 20-30% domestic and international (Canada) travel required. Work Authorization All USCIS requirements for Employment Eligibility Verification (I-9) must be met. The Company does not discriminate on the basis of sex, age, color, race, religion, marital status, national origin, ancestry, sexual orientation, physical & mental disability, medical condition, genetic information, veteran status, or any other basis protected by federal, state or local law. When applying, please note that you saw the job posted on the NOVA Job Board. If you need help with your resumé, please see a NOVA Career Advisor.