Team Lead, Customer Implementation

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization comprising 140+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.     

We’re looking for our next Team Lead, Customer Implementation  to develop and implement best practices to drive optimized business outcomes for the customer throughout the implementation project.  

The Team Lead, Customer Implementation will set our Implementation team and customers up for immediate success by supporting and coaching a pod of Implementation Specialists and by acting as first point of escalation throughout the customer implementation process. 

A day in the life as a Team Lead, Customer Implementation:  

• Assist with hiring new team members by being a key stakeholder during the interview and selection process  
• Support and coach the Implementation Specialists within your pod and identify growth areas  
• Own weekly and/or monthly reporting to the Manager, Customer Implementation and to the partners for which your respective pod is responsible 
• Be the first point of escalation for implementation projects as required  
• Monitor KPIs to ensure our measures of success are met and assist with evolving KPIs as the business requires  
• Take on a shared accountability with your Team Lead counterparts within Implementation to ensure all process documentation is up to date 
• Ensure projects are moved to the appropriate phases in a timely manner  
• Ensure project time is tracked appropriately and consistently 
• Ensure the Implementation Specialists are being flexible with training plans to ensure the customer is trained and launches appropriately, with an eye to the customer’s short and long-term goals  
• Be accountable for your own projects as required, including “white glove” projects 
• Support for Reseller, Contractor, and Vendor Partners within your Pod – this includes attending scheduled meetings, providing implementation project updates, and implementing process standardization 
• Work with the Customer Experience organization to develop and evolve how the Implementation team leverages customer relationship platforms 

If the below describes your knowledge, experience and character, then this role could be for you:   

• I have 2+ years of hands-on experience with customer implementation within a SaaS environment 
• I have experience delivering training on a highly complex product 
• I am proficient in Microsoft Office Suite or related software 
• I exercise great attention to detail and can multi-task and adapt to different systems 
• I have a desire to work in a fast-paced, growth-oriented environment  
• I have a demonstrated ability to identify and leverage the strengths of my team members; I am an active, empathetic listener with excellent written and verbal communication skills 
• I have a proven ability to create a positive and inclusive work environment  
• I can deliver training sessions that are organized and understandable and can adapt my style to accommodate the audience’s preferred method(s) of learning  
• I’m willing to travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and Vietnam if required for role)  
• I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate  
• I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills  

We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job.  Your future self will thank you!   

More to love about working at MealSuite:  

• We are passionate people that care about others. The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology. Learn more about what we do here.
• We’ve built a progressive culture that values teamwork and innovation. We listen to all voices and entrust team members with tasks