Position Overview

Candex is seeking a Customer Delivery Team Lead to lead a team of Customer Delivery Managers (CDM), in a dynamic, fast-growing environment.

The Team Lead will provide guidance and operational support to the CDMs located in their region. They will manage CDM assignments to projects, manage workload, oversee performance, ensure KPIs are met and be the point of escalation for team members and clients. 

You will also project manage the full client launch process from start to finish, help onboard and launch new clients, support expansion with existing clients into new markets.

A successful CDM Team Lead will be able to work in an agile environment, and be responsive to team and client needs.

This position will report to and work closely with our Director, Customer Delivery. 

The Role

• Enable, coach, and mentor a team of skilled Customer Delivery Managers, providing guidance and fostering a collaborative environment. 
• Serve as the executive sponsor of your team's accounts- Meet with managers on the client side, manage escalations and lead and participate in strategic meetings.
• Guide the team within complex and challenging customer issues with Customer Success best practices in mind.
• Create and execute Individual Development Plans (IDP's) for your direct reports and conduct regular check-ins to ensure the team is on the right path and meeting business gols.

 Qualifications

• Bachelor's degree; Advanced Degree in Business, IT, Purchasing, or Finance is a strong plus.
• At least 3 years of experience in leading a team of CSMs or Professional Services or similar.
• Minimum of 5 years of experience in customer success, account management, or a related customer-facing role.
• Experience servicing large (Fortune 2000) companies or enterprises.
• Strong project management background (certifications are a plus); must drive project timelines while building and maintaining trust with stakeholders.
• Proficient analytical skills and a data-driven mindset to effectively translate insights into actionable recommendations.
• Exceptional oral and written communication, interpersonal, and problem-solving skills.
• Strong organizational aptitude with the capacity to manage diverse client demands.
• Strong presentation and training skills, including ability to speak clearly and respond to questions during training sessions.
• Proficiency in Google Suite and Microsoft Office Suite, specifically Excel and PowerPoint.
• Strong technical aptitude and ability to learn software applications and integrations.
• Full proficiency in English, both written and verbal (additional languages are a plus).
• Genuine passion for customer success and a steadfast commitment to delivering an exceptional customer experience.

Preferred Experience

• Strong technical proficiency, especially in JS, HTML, XML, and JSON, is considered a plus