Team Lead (Europe) - Consulting & Implementation

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  This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our London or Ghent office and 2 days from the comfort of your home.

What you will do:

• Lead and manage the technical Consulting & Implementation team, setting clear objectives and providing guidance, coaching, mentorship, and development opportunities to team members, fostering their growth and professional development. This involves overseeing workload and assignments, ensuring productivity, and being comfortable conducting performance management where required.
• Drive team performance and customer satisfaction by establishing and monitoring KPIs, ensuring adherence to quality standards, and fostering a culture of continuous improvement. Key success criteria include improving onboarding metrics such as time to value, time to onboard, and time to first reach out within the first three to six months.
• Handle escalations and resolve customer issues promptly, leveraging resources and expertise across the organization as needed, especially for external customers who may need to escalate issues to a more senior contact during implementation.
• Collaborate closely with cross-functional teams, including Sales, Product, Engineering, and Customer Support, as well as internal stakeholders at the leadership level to align on strategies, address customer needs, and drive business growth. This includes managing internal and external stakeholder expectations and serving as a key point of escalation for other teams.
• Oversee the onboarding process for new customers, ensuring smooth implementation and successful adoption of Deliverect's solutions. This includes integrating similar teams from M&A activity and the Deliverect Europe team into one cohesive unit, and providing training for the team by identifying gaps and building material to address them.
• Contribute to the development and refinement of internal processes, tools, and best practices to enhance team efficiency and effectiveness. This involves ongoing projects to improve tooling and process efficiencies.

What you will Bring:

• At least 5+ years of experience, with a minimum of 2+ years in a leadership role managing people, preferably in a technical or customer-facing capacity.
• Proven track record of driving team performance and delivering exceptional customer experiences.
• Strong interpersonal and communication skills, demonstrating empathy and the ability to build and manage relationships with customers, stakeholders, and team members, including effective collaboration with remote teams across diverse cultures.
• Technical background or project management experience, with an understanding of project management methodologies (waterfall and agile) and how APIs interact (REST APIs, webhooks, and token authentication).
• Experience in the SaaS industry, preferably within the hospitality, food/retail, or e-commerce sectors.
• Excellent problem-solving and decision-making skills, with the ability to navigate complex situations and drive resolution.
• Proficiency with CX tools (e.g., HubSpot, Planhat, Intercom)
• Bachelor's degree in a relevant field or equivalent work experience.
• Nice to Have: Experience in a global multicultural environment, PMP certification, an engineering background, and proficiency in other European languages (particularly French).