Team Lead Implementation (f / m / d)

Thinkproject; Wuppertal; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading construction software provider in Wuppertal is seeking a Team Lead for its Professional Services department. This role involves leading a high-performing team, developing service policies, and ensuring exceptional customer experiences. The ideal candidate will possess strong SaaS knowledge, excellent communication skills, and the ability to mentor a diverse team. The position supports hybrid working and focuses on fostering a culture of collaboration and continuous learning.

Leistungen

Lunch 'n' Learn Sessions

Women’s Network

LGBTQIA+ Network

Coffee Chat Roulette

Free English Lessons

Thinkproject Academy

Social Events

Volunteering Activities

Open Forum with Leadership Team (Tp Café)

Unlimited learning

Aufgaben

• Lead and mentor services specialists, fostering a high-performing team.
• Develop and implement comprehensive services policies and procedures.
• Manage team capacity using Kantata and Salesforce, accurately forecast revenue.
• Monitor staff interactions for quality standards and provide constructive feedback.
• Coordinate with other Team Leads for seamless communication.
• Oversee hiring and manage team performance issues.
• Handle customer complaints and escalated cases professionally.

Kenntnisse

Fluent in English

Strong understanding of SaaS applications

Demonstrated leadership abilities

Excellent communication skills

Strong analytical skills

Experience in process optimization

Customer focus

Ausbildung

Bachelor’s degree in a related field or equivalent work experience

Tools

Kantata

Salesforce

Jobbeschreibung

Introducing Thinkproject Platform

Pioneering a new era and offering a cohesive alternative to the fragmented landscape of construction software, Thinkproject seamlessly integrates the most extensive portfolio of mature solutions with an innovative platform, providing unparalleled features, integrations, user experiences, and synergies.

By combining information management expertise and in-depth knowledge of the building, infrastructure, and energy industries, Thinkproject empowers customers to efficiently deliver, operate, regenerate, and dispose of their built assets across their entire lifecycle through a Connected Data Ecosystem.

What your day will look like

The Team Lead in the Professional Services department holds the responsibility to empower, guide, and develop a high‑performing team that delivers exceptional value to our customers. By fostering a culture of collaboration, continuous learning, and technical excellence, they ensure that the team provides innovative solutions, expert guidance, and outstanding support. Through strategic leadership and a customer‑centric approach, leveraging the systems and tools provided as standard by the Services team, they drive operational efficiency, enhance service delivery, and contribute to the success of both our clients and our organisation.

Main responsibilities

• Team Leadership and Mentorship:

  Lead and mentor a team of services specialists (e.g., Technical consultants, Support or Solution Specialists) by providing guidance, training, and fostering a culture of excellence, whilst supporting team members in achieving personal and team objectives through regular coaching and feedback.

• Policy and Process Management:

  Develop, implement, and maintain comprehensive services policies and procedures, continuously enhancing processes and tools, integrating industry best practices, and promoting knowledge sharing within the team.

• Revenue reporting and resource & capacity planning:

  Use Kantata and Salesforce to manage team capacity and resource allocation. Accurately forecast revenue and allocate assignments to the team. Reporting to Service Director.

• Performance Monitoring and Improvement:

  Monitor services staff interactions to ensure adherence to quality standards, provide constructive feedback for improvement, identify areas for development within the team, and create tailored training programmes. Mentor the team to enable further product learning, cross‑skilling the team and increasing their value proposition to our clients.

• Collaboration:

  Coordinate effectively with other department Team Leads to foster seamless communication and collaboration across functions, and work closely with development teams to investigate and resolve reported system defects.

• Disciplinary Leadership:

  Oversee hiring and line‑management responsibilities, including conducting team meetings, appraisals, and one‑to‑one sessions, whilst addressing performance issues and resolving team challenges promptly and professionally.

• Escalation and Resource Management:

  Manage customer complaints and handle escalated cases with professionalism and empathy, ensuring resolutions align with company values, and ensure adequate resourcing to meet operational demands.

What you need to fulfill the role

• Language skills: Fluent in English (and corresponding regional requirements)
• Technical Expertise: Strong understanding of SaaS applications and their operational frameworks.
• Leadership Skills: Demonstrated ability to lead, mentor, and inspire a team, fostering a positive and high‑performing culture.
• Communication: Excellent verbal and written communication skills, with the ability to engage effectively with customers, team members, and cross‑functional stakeholders.
• Problem‑Solving: Strong analytical and troubleshooting skills, with a proactive approach to identifying and addressing issues.
• Process Orientation: Experience developing and optimising support processes, tools, and documentation.
• Customer Focus: Passion for delivering exceptional customer experiences and fostering long‑term customer satisfaction.
• Education: Bachelor’s degree in a related field or equivalent work experience.

What we offer

• Lunch 'n' Learn Sessions
• Women’s Network
• LGBTQIA+ Network
• Coffee Chat Roulette
• Free English Lessons
• Thinkproject Academy
• Social Events
• Volunteering Activities
• Open Forum with Leadership Team (Tp Café)
• Hybrid working
• Unlimited learning

We are a passionate bunch here. To join Thinkproject is to shape what our company becomes. We take feedback from our staff very seriously and give them the tools they need to help us create our fantastic culture of mutual respect. We believe that investing in our staff is crucial to the success of our business.