Team Lead, CSM

BlueCat provides a suite of solutions that help network, security, applications, and cloud and DevOps teams optimize the IP environment for outcomes that drive your business forward.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

Here is what you need to know about our Customer Success team: We are a technologically savvy and proactive team dedicated to outstanding customer experiences. We love problem solving and we take pride in being the face of BlueCat for our customers. We enjoy and thrive off of receiving feedback and having the opportunity to voice the needs of our customers to the overall organization. Think of us as BlueCat’s front line warriors! As a Team Lead, Customer Success, you serve as a Subject Matter Expert for a team of Customer Success Professionals to bring the voice of the customer to all areas of our business, to deliver trusted advice and service to help our customers receive the best value out of BlueCat’s solutions. This is a dynamic position and you must be comfortable with frequent multi-tasking between leading by example, technical, business, strategic, marketing, and planning activities. You will be expected to drive results that tie back to strategic business goals for your accounts as well as BlueCat. Every day will bring new and exciting challenges. You will:- Be the leading customer advocate for a portfolio of assigned customers - build solid relationships with key stakeholders (sales, professional services, customer care, etc.) in BlueCat and foster relationships with the customer for successful support.- Contribute to broader goals and growth beyond the scope of a single customer engagement by championing customer success and account retention strategies including account health, use of the BlueCat Community and overall engagement by maintaining ownership for the customer support relationship.- Understand the Customer’s organization and how our product and services can support them. Inspire Customers to think strategically about how our platform can support their business needs. Create opportunities to expand the footprint within the organization through close relationships with the Customer as well as the BlueCat Sales teams. You will be responsible to maintain current customer financial targets.· Be a subject matter expert on all things BlueCat: product, process and systems. · Lead by example by adopting and demonstrating best practices· Provide input to drive improvements and participate in rolling out improvements to the team· Assist with training and enablement logistics and activities· Mentor new hires What will you bring to the team?-You have a passion for engaging customers. You have 5+ years’ experience managing customers in an enterprise environment and are able to demonstrate excellence in customer success-You are a mentor and motivator of your peers-You have an insatiable thirst for knowledge and development and the desire to grow in your role and with the company-You are proactive; a tenacious self-starter to the core. You thrive in a fast paced and demanding environment-You are technically savvy with a deep desire to build and support relationships and expand the product use within a customer environment-You are an excellent communicator - you have a way with words & can connect easily with others. You possess a strong ability to explain highly technical issues to non-technical audiences-You recognize the need for constant improvement - always looking to do things better (both personally, as part of a team and for the company) and can showcase how you have made enhancements in previous situations-You are capable of prioritizing and allocating resources to / focus efficiently on multiple projects