Our Role as a Team

The Customer Success team at TeamForm partners with leaders and teams within medium to large organisations to create people-positive impact and sustainable business outcomes through the adoption and use of the TeamForm platform.. 

The Customer Success Lead is aligned to our key enterprise clients who rely on TeamForm to perform their cross-functional workforce planning and management.  This role is critical to the operational success within the customer, ensuring that they obtain the best out of TeamForm aligned to our implementation plan.  

This role works closely with our customer stakeholders and the internal Customer Success team to act as champions to enable their workforce management in TeamForm. As an advocate for the platform, we use the knowledge of the client to empower them, proactively solve problems within their organisation and continuously provide insights and learnings to help inform product design and identify new opportunities. 

You will work in a supportive, friendly, diverse team of highly skilled individuals. As a disruptive force in shaping the future of work, TeamForm has ample opportunities for personal and career growth.

Responsibilities

We seek your expertise to:

• Drive successful customer outcomes - The primary focus of the Customer Success Lead is to partner with our customers to deliver on key project and service outcomes, embedding TeamForm to digitise their workforce management processes
• Ensure our client’s workforce planning events run smoothly including identification of business intelligence reporting 
• Establish trust and credibility with clients as an adviser and set up and deliver on effective engagement models for each
• Engage the customer’s end user base by building trust, addressing issues swiftly and identifying opportunities to improve adoption and product use
• Continuously gather feedback and learnings on how we can identify opportunities, improve our platform and, therefore, deliver more customer value
• Drive and own the definition of clear, actionable roadmaps for the client’s, with clearly defined outcomes and deliverables

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Grow community and network

Customer Success seeks opportunities to also be effective thought leaders for the community, helping to define and spread the TeamForm story:

• Work with the delivery team, channel and other partners on potential projects and engagements
• Contribute to the TeamForm story and messaging framework
• Identify opportunities and speak at relevant industry events and grow the community (meetups, panels, conferences etc) 
• Publish thought leadership posts/articles/videos that help strengthen TeamForm’s position in the market on relevant social channels and with clients
• Attend relevant conferences representing TeamForm to potential clients and partners 

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Key to being Successful

You’ll likely do well with:

• Ideally, a proven track record within People & Culture/HR Technology sector (or similar) from medium to large and/or fast-growing enterprises
• A strong understanding of organisational architecture, and good knowledge of at-scale digital and organisational transformations, and matrix/cross-functional teams
• Able to engage at all levels of an organisation with excellent written and oral communication skills
• Steely persistence and a thick skin

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How we’ll know we’re successful 

• YoY customer retention
• Customer feedback 
• Speed to value
• Incremental revenue growth 

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TeamForm Values

• Collaborate to deliver customer value continuously
• Passionate about all things ‘team’
• Continually learn and share your learnings
• Work without blame and challenge the status quo
• Choose facetime first

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