Skills Assessment Library

The Director of Implementation Services is responsible for applying expert knowledge of the implementation and large project process, providing strategic direction, making decisions and solving complex problems to move the business forward while managing an integrated team of Service Specialists. This role must make tactical day-to-day and long term strategic decisions and is accountable for all activities performed by the team.

• Leadership
• Project Management
• Strategy

The Director of Customer Experience leads the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives. This role is in charge of overseeing the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. By using their leadership and planning skills, they can come up with goals that can help improve customer experience. Those in this high-level position are responsible for overseeing the progress of different departments, ensuring everyone is working to meet these goals and objectives.

• Leadership
• Strategy
• Customer Acquisition/Retention

The Customer Experience Manager's role is to meet the customer's needs to ensure customer loyalty and satisfaction, both online and in store. A CX manager is responsible for bridging the gap between customers and the brand to ensure that the touch points across the customers' journey are engaging, efficient and effective.

• Leadership
• Collaboration
• Customer Acquisition/Retention

Support Team Leads are in charge of supervising a customer support team. They are responsible for motivating and leading the team, they assist with customer support to resolve complaints, answer questions, and work to improve team performance and drive efficiency and organisational goals. This assessment contains 9 questions that test the candidate’s ability to utilise organisational skills and encourage their team to adopt these skills, communicate effectively and efficiently with their team members, and display leadership qualities to motivate their team.

• Communication
• Leadership
• Organization

Call Centre Supervisors are responsible for overseeing a team of support representatives who assist customers with queries or issues relating to products and/or services. As the Supervisor, they will often be the escalation point who handle customer communications who’ve unusual requests that can’t be rectified by the call centre representative, or that have come through unsatisfied with the efforts of the agent. They’re also responsible for ensuring the team collaborates and adheres to company processes and procedures to achieve service level standards.

• Communication
• Leadership
• Collaboration

Implementation Managers handle the configuration and onboarding of new customers as well as potentially leading a team of Implementation Consultants. They are one of the first people the customer interacts with after they have agreed to purchase a product or service and therefore are crucial to the customer-business relationship. Implementation Managers will lead by example, driving excellence within their team through coaching and mentoring, while managing their own projects simultaneously.

• Leadership
• Project Management
• Influence

A Customer Support Manager drives exceptional service for customers, supporting them across all queries, technical incidents or other issues that arise. They may be in charge of leading and developing a team of customer support agents to also provide assistance, resolution and drive outcome-orientated results for customers, promoting customer satisfaction with every interaction. Customer Support is a vital part of the customer relationship building process and Managers need to have strong communication skills, be resolution oriented and people focused.

• Communication
• Leadership
• Organization

The Head of Customer Success will lead and support the Customer Success Team in their journey to provide exceptional customer engagement, drive adoption, growth and customer retention. They will do this by coaching and developing their team and implementing processes to support customers throughout the customer lifecycle. They will build and lead the customer success strategy and work closely with other departments in the organisation to meet customer and business outcomes, resolve issues and achieve operational excellence.

• Leadership
• Problem Solving
• Strategy

The Customer Success Team Lead is tasked with the role of leading and developing a team of Customer Success Managers and Customer Success Associates. They do this by ensuring their team has the tools, processes and coaching to be successful in their roles of delivering exceptional support to customers and driving growth, adoption and retention. They will also have the opportunity to work with high profile customers and be responsible for taking escalations that come in from their team. The Customer Success Team Lead will also drive collaboration between the Customer Success Team and other teams in the business.

• Leadership
• Collaboration
• Problem Solving

Customer Success Managers are responsible for maintaining and growing ongoing relationships with customers. The CSM’s goals are to become a trusted advisor and to drive product adoption and growth through educating the customer on the value of the product and services available to them. The Customer Success Manager does this by sharing product knowledge, best practices, training material, and relevant industry use cases. They also analyse data available to provide insights, lead strategic conversations, and present to customer stakeholders and leadership.

• Leadership
• Organization
• Interpersonal Skills