Team Lead

Tata Consultancy Services; Milford (OH); On-site; USD 60,000 - 85,000; Full time

Job summary

Tata Consultancy Services in Milford, OH seeks a Supervisor – Customer Success Guides to lead a team delivering onboarding, adoption, risk management and revenue growth for ServiceNow-based clients. You will focus on performance, governance, and customer experience, coordinating with Training, Quality and WFM teams.

The role requires strong leadership, stakeholder management and the ability to drive process improvements in dynamic environments, with a customer-first mindset and hands-on

Qualifications

• Leadership experience in managing customer success teams.
• Strong customer & business acumen.
• Analytical and operational mindset.
• Excellent communication and stakeholder management.
• Ability to adapt to dynamic environments.
• Process improvement mindset.
• Domain knowledge (preferred).
• Knowledge of ServiceNow / SaaS platforms.
• ITIL / CSA certification preferred.

Responsibilities

• Lead a team of Customer Success Guides.
• Oversee onboarding and activation of customers.
• Drive adoption and proactive risk management.
• Govern customer feedback and experience.
• Manage performance of the team.
• Coordinate with stakeholders across functions.

Skills

Leadership

Customer business acumen

Analytical & operational

Communication & stakeholder management

Adaptability

Process improvement

Domain knowledge

Knowledge of ServiceNow / SaaS

ITIL / CSA certification

Job description

• Knowledge of ServiceNow / SaaS platforms


• ITIL / CSA certification preferred

Roles & Responsibilities

The Supervisor – Customer Success Guides is responsible for leading a team of CSGs, ensuring effective delivery of customer onboarding, adoption, risk mitigation, and revenue growth objectives. The role focuses on team performance, governance, coaching, and customer experience outcomes across a portfolio of ServiceNow customers. Collaboration with support teams like Training/Quality/WFM.

• Team Leadership & People Management


• Customer Onboarding & Activation Oversight


• Adoption & Proactive Risk Management


• Customer Feedback & Experience Governance


• Performance Management


• Stakeholder & Cross-Functional Collaboration

Job Description

Must Have Technical/Functional Skills

• Leadership


• Customer & Business Acumen


• Analytical & Operational


• Communication & Stakeholder Management


• Adaptability to dynamic environments


• Process improvement mindset


• Domain (Preferred)


• Knowledge of ServiceNow / SaaS platforms


• ITIL / CSA certification preferred

Location

Milford, OH

Salary Range

$60,000-$85,000 per Year.