Purpose of this Position: The purpose of this role is to provide day-to-day leadership for the MPact Adoption team by serving as the technical and operational lead for customer adoption, training, reporting, and implementation support. This position mentors team members, coordinates daily work, supports customer engagements, and drives consistent execution of team standards. The Team Lead partners closely with the Director of MPact Operations to improve team performance, customer outcomes, and operational efficiency while preparing for future management responsibilities.
Essential Duties and Responsibilities:- Serve as the day-to-day work lead for the MPact Adoption team.
- With the team's management, coordinate daily work assignments and assist with balancing team workload.
- Mentor team members by providing technical guidance, coaching, and best practices.
- Support onboarding and training new team members.
- Promote consistency in processes, documentation, and customer experience.
- Act as a resource for complex customer questions and internal escalations.
- Lead customer adoption initiatives across the MPact Suite.
- Deliver customer training, workshops, and adoption planning sessions.
- Analyze customer health and product usage to identify adoption opportunities and risks.
- Partner with customers to maximize product value and long term success.
- Design and maintain high quality reporting solutions using IQ, Power BI, Excel, and other reporting tools.
- Review reporting requests to ensure quality, accuracy, and consistency.
- Assist team members with report design, troubleshooting, and data analysis.
- Maintain reporting documentation, templates, and training materials.
- Coordinate customer implementations, reporting projects, and internal initiatives.
- Monitor project progress and communicate risks, priorities, and timelines.
- Collaborate with Product, Development, Support, Sales, and Customer Success teams to resolve customer issues.
- Support continuous improvement initiatives across the MPact organization.
- Identify opportunities to improve team processes and customer experience.
- Recommend enhancements to reporting, training, and adoption programs.
- Share recurring customer feedback and improvement recommendations with leadership.
- Assist in developing standards, documentation, and operational best practices
Competencies:- Ability to learn internal software and systems
- Strong oral, written, and presentation skills
- Ability to interpret and communicate data insights effectively
- Strong customer relationship and communication skills
- Strong analytical and problem-solving skills
- Ability to organize and manage multiple priorities
- Ability to coach and mentor team members
- Ability to influence others without direct supervisory authority
- Ability to identify process improvement opportunities
- Ability to think strategically while executing day to day operational priorities
Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:- Bachelor's degree with 3+ years of related experience required, or High School Diploma or equivalent with 7+ years of related experience required.
- Experience leading projects, mentoring peers, or serving as a technical lead.
- Experience in customer success, implementation, reporting, training, or related technical customer facing roles.
- Experience with the transportation and logistics industry preferred.
- To perform this job successfully, an individual should have intermediate knowledge of Microsoft Office Suite.
- Experience with McLeod products, including LoadMaster, PowerBroker, DocumentPower, FlowLogix, MPact Suite, IQ, Cloud IQ, and Power BI, required.
