Team Lead

Tata Consultancy Services; Milford (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

Tata Consultancy Services Limited in Milford, Ohio is seeking a Supervisor - Customer Success Guides to lead a team of CSGs, drive successful onboarding, adoption, and risk mitigation for ServiceNow customers. The role focuses on improving customer experience, guiding governance and performance across portfolios, and collaborating with Training, Quality, and WFM teams to meet revenue growth goals.

Candidates should excel in stakeholder management, adapt to dynamic environments, and prefer

Qualifications

• Lead a team of Customer Success Guides to ensure onboarding, adoption, risk mitigation and revenue growth.
• Collaborate with support teams such as Training, Quality, and WFM.
• Governance and customer experience outcomes across a portfolio of ServiceNow customers.
• Strong communication and stakeholder management skills.

Responsibilities

• Customer Onboarding & Activation Oversight
• Customer Feedback & Experience Governance
• Performance Management
• Stakeholder & Cross-Functional Collaboration

Skills

Communication & Stakeholder Management

Adaptability to dynamic environments

Domain knowledge

ServiceNow / SaaS platforms

ITIL / CSA certification

Job description

* Communication & Stakeholder Management

* Adaptability to dynamic environments

* Domain (Preferred)

* Knowledge of ServiceNow / SaaS platforms

* ITIL / CSA certification preferred

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.

* Customer Onboarding & Activation Oversight

* Customer Feedback & Experience Governance

* Performance Management

* Stakeholder & Cross-Functional Collaboration