Overview:

As a Team Lead of Customer Solutions, you will help oversee the day to day operations of ZoomInfo’s Customer Solutions team, an integral part of our strategy to ensure every customer is successful. You’ll be responsible for driving exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries.The Team Lead will serve as a key escalation point for technical support, providing direct assistance to internal and external stakeholders on complicated cases where exceptional service may be required. Internally, you’ll lead a group of Solutions Analysts on deepening their product and technical knowledge, best practice communication skills, process adherence, and more.

What You’ll Do:

• Manage a team of individual contributors across the US and India, ensuring the team delivers high quality work, providing coaching and feedback as needed
• Utilize management best practices including delivering consistent feedback, developing action plans, leading goal setting, and carrying out effective career pathing conversations
• Oversee onboarding of new Solutions team members to plan, schedule, and provide guidance to new hires throughout onboarding process
• Create policies, procedures, and processes for the team in partnership with the Manager to ensure customers receive excellent and consistent service. Train employees on a variety of processes, tasks, and products to ensure maximum knowledge retention.
• Document best practices and other useful information to better enable our customers through our online support tools
• Provide day-to-day support for our growing customer base, including both incident management and providing workflow recommendations to ensure customers can get the most out of our platform
• Track standard KPIs for the team, including Time to First Response (TTFR), Time to Resolution, Time to Escalation, and ticket types by channel
• Effectively triage and manage escalations to engineering teams for issues that can’t be resolved by Solutions. Provide a voice of the customer when escalating priority tickets and product bugs to the Product Management and Engineering teams.
• Learn third-party products and their integrations to educate and guide customers on usage and product adoption
• Identify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewal
• Other relevant duties as assigned

What You’ll Bring:

• 3+ years of relevant work experience in a customer-facing role, preferably in SaaS
• Bachelor’s Degree preferred
• Experience managing a team a plus
• Excellent organization skills, and proven ability to multi-task and successfully manage multiple priorities simultaneously
• Must have a strong attention to detail and a self-directed problem solver
• Ability to adapt and pivot in a fast paced, ever-changing environment, and a strong sense of urgency
• Excellent customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Ability to empower end-users to support themselves using our online training resources
• Excellent written and oral communication skills, including the ability to convey technical jargon in a wide-array of syntax from beginner level users to developers
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• A desire and aptitude to learn and a positive attitude

Comp & Benefits

The US base salary range for this position is $57,600 - $79200 + variable compensation + benefits.

Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process.

We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.

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