The Company
2025 Deloitte Technology Fast 50 Canada Recipient 🏆
SpryPoint is revolutionizing how utilities serve their communities. As a high-growth software company, we're shaking up the status quo in the utility industry with the first and only cloud-native platform built specifically for modern utilities.
Founded by industry veterans in 2012, we've grown from a profitable startup to a rapidly scaling company of 285+ employees serving 100+ utility clients across North America and the Caribbean. Our mission is simple: utility leaders should expect more from their technology providers.
We deliver comprehensive solutions including SpryCIS, SpryEngage, SpryMobile, and SpryWallet that modernize the entire meter-to-cash process. What sets us apart? Our "updates, not upgrades" approach, user-centric design, and unwavering focus on customer success—achieving 100% customer reference ability.
Backed by strategic investment from Norwest Venture Partners since 2023, we're accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence.
Join our award-winning team in transforming an essential industry that powers communities across the Americas.
Position Overview
We are currently seeking a Client Success Team Lead to join our growing team and help us exceed customer expectations. Within this role you will manage a team of support analysts, ensuring the delivery of high-quality work while fostering a customer-first mindset. You will play a critical role in leading, guiding, and motivating the team to achieve their goals and deliver exceptional support to our clients. This role may require up to 50% travel.
Responsibilities
Define team and individual goals, training plans, and career development objectives
Conduct regular one-on-one meetings with team members to monitor progress and support their growth
Perform annual performance reviews for your team members
Collaborate with other team leads to identify training needs and develop solutions
Assist in the recruitment, onboarding, and effective ramping of new team members
Performance Monitoring and Reporting
Track key metrics for individuals and the team, such as response times, resolution rates, customer satisfaction ratings, and other metrics
Prepare reports on team performance, client feedback and other relevant metrics identifying trends, patterns, and areas for improvement
Implementing strategies to enhance team performance
Escalation and Support Incident Management
Serve as the primary escalation point for external/internal clients regarding issues that cannot be resolved by frontline agents
Provide expert-level troubleshooting and resolution for complex technical issues
Liaise with cross-functional teams to diagnose, troubleshoot, and find resolutions for critical issues that have a significant impact on the business, its operations, or its customers.
Ensure client satisfaction by addressing and resolving their inquiries and concerns in a timely and efficient manner, while providing clear and effective communication throughout the resolution process.
Quality Assurance
Provide consistent oversight on ticket progress to make certain client timelines and expectations are met
Ensure the team follows established quality standards and adheres to company and departmental policies and procedures
Conduct quality audits as well as ensuring product knowledge and technical skills are maintained across the team to support client demand and industry trends
Process Optimization
Continuously evaluate and improve client success processes, tools, and workflows, to enhance efficiency and effectiveness
Collaborate with other departments to streamline processes and deliver a seamless client experience
Contribute and improve on effective internal business processes for support-related customer communication, queue management, prioritization, and assignment
Technical Skills
Ability to research and troubleshoot software and technical issues
Experience working with Help Desk, Ticketing, or CRM Software
Thorough understanding of modern web application support methodologies
Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure
Mastery of office productivity suites such as Microsoft Office and Google Docs
A successful candidate will have:
3 - 5 years of experience in the utility software industry
3 - 5 years people management
Experience with CRM software (FreshDesk, Jira, Zendesk)
Previous experience in leading a team of 5+ people
Strong experience in relationship building
Previous experience with CIS, ERP, EAM software applications
Occasional travel to customer sites and user conferences across North America may be required. The successful candidate must be able to travel throughout North America with no legal or immigration-related impediment in doing so.
Our Hiring Process!
We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Here’s a peek into our hiring process for this position, so you know exactly what to expect:
👋 Stage 1: 30-minutes Recruiter Interview
We'll dive into your professional background and experience, share more about SpryPoint and the role, and answer any burning questions you might have.
🧑💻 Stage 2: Take Home Assignment
The test has a 3-day deadline and focuses on assessing your skills in key areas related to the role. We’re more interested in your problem-solving approach than perfection
👥 Stage 3: 1-hour Final Interview
If the assignment goes well, you'll move on to the final interview. You'll get to meet our Client Success Team. This is a great opportunity to show off your skills. We value collaboration, so we'll discuss the assignment together. We’re interested not just in your final solution, but also in your thought process and how you got there.
🤝 Stage 4: Optional 15mins Meet & Greet with our Director of Client Success
This is a casual opportunity to meet Shelley, ask any questions you have about the role or the team, and get a feel for our company culture. There’s no pressure, it’s just a chance to connect and learn more about how we work.
🚀 Stage 5: References/Offer
We'll check your references to confirm all the great things we've learned about you. If all goes well, we’ll be thrilled to extend an offer and welcome you to the team!
💫 Expect More From Your Career at SpryPoint
🚀 Work your way - Remote-first environment with flexible working hours across North America
💰 Competitive Total Rewards - Comprehensive compensation package that grows with you
💻 Complete Setup - MacBook + $500 to create your ideal home workspace
🏥 Total Wellness - Health, dental, vision, and life insurance from day one
🏝️ Recharge Time - Generous PTO, Summer Friday half-days, and unlimited sick days
📈 Future Security - RRSP (Canada) and 401k (US) matching programs
🧠 Continuous Growth - $2,500 annual development fund, tuition assistance, and Book Bounty program
🧳 Team Connection - Annual company events and team offsites that bring us together
Professional Identity Verification
To help us verify candidate authenticity and streamline our screening process, we strongly encourage candidates to include a link to their LinkedIn profile and verify it with their current work email address. While not required, this helps us confirm your professional background and accelerates our review process. Candidates with verified LinkedIn profiles typically receive faster responses and priority consideration during our screening process. Note that all final candidates will complete a background check and identity verification as a part of our SOC 2 compliance procedures.
Equal Opportunity & Inclusion
SpryPoint is an equal-opportunity employer committed to creating an inclusive environment where everyone can thrive. We welcome applications from all qualified candidates regardless of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws.
Accommodations
Need accommodations during our interview process? Let us know and we'll work with you to provide the necessary support.
