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