À propos de nous

Nous sommes une entreprise mondiale de technologies climatiques conçues pour la durabilité. Nous créons des environnements résidentiels, commerciaux et industriels durables et efficaces grâce aux technologies CVC-R. Nous protégeons les biens sensibles à la température tout au long de la chaîne du froid. Et nous apportons du confort aux personnes partout dans le monde.

Une ingénierie, un design et une fabrication de premier ordre, combinés à des marques de référence dans les domaines de la compression, des commandes, des logiciels et des solutions de surveillance, donnent naissance à une technologie climatique de nouvelle génération, conçue pour répondre aux besoins du monde de demain.

Que vous soyez un professionnel en quête de changement de carrière, un étudiant de premier cycle explorant votre première opportunité, ou un récent diplômé avec un diplôme avancé, nous offrons des opportunités qui vous permettront d’innover, de relever des défis et d’avoir un réel impact. Rejoignez notre équipe et commencez votre parcours dès aujourd’hui !

Notre engagement envers notre personnel

Partout dans le monde, nous sommes unis par un objectif unique : la durabilité n’est pas une mince ambition. C’est pourquoi tout ce que nous faisons est orienté vers un avenir durable, pour notre génération et toutes celles à venir. Grâce à des innovations révolutionnaires, à la technologie utilisée pour le chauffage, la ventilation et la climatisation et aux solutions de chaîne du froid, nous réduisons les émissions de carbone et améliorons l’efficacité énergétique dans des espaces de toutes tailles, qu’ils soient résidentiels, commerciaux ou industriels. 

Nous investissons dans nos employés afin de nous assurer qu’ils possèdent les connaissances, les aptitudes et les compétences nécessaires pour concrétiser cet objectif tout en étant compétitifs et performants dans une économie mondiale. Nos programmes de formation sont axés sur le perfectionnement de bout en bout, de l’intégration aux postes de haute direction.

Des régimes d’avantages sociaux flexibles et compétitifs offrent les options adéquates pour répondre à vos besoins individuels et familiaux : régimes d’assurance médicale, couverture dentaire et visuelle, régime de retraite à cotisations définies, etc. Nous offrons à nos employés des programmes de congés flexibles, y compris des congés parentaux, des vacances et des congés payés. 

Notre succès se mesure à l’impact positif que nous avons sur les personnes, nos communautés et le monde, grâce à l’attention inébranlable que nous portons aux progrès environnementaux, sociaux et réglementaires. Renseignez-vous sur nous! 

Notre engagement en faveur de l’inclusion et de l’appartenance

Chez Copeland, nous cultivons un sentiment fort d’inclusion et d’appartenance où les personnes de tous les horizons et aux perspectives les plus diverses sont accueillies et traitées de manière équitable pour garantir une main-d’œuvre plus forte. Nos groupes de ressources pour les employés jouent un rôle important dans la culture et le développement communautaire au sein de Copeland.

Employeur pour l’égalité des chances

Copeland est un employeur qui prône l’égalité des chances et l’action positive. Tous les candidats qualifiés seront pris en considération pour un emploi sans distinction de sexe, de race, de couleur, de religion, d’origine nationale, d’âge, d’état civil, d’affiliation politique, d’orientation sexuelle, d’identité de genre, d’informations génétiques, de handicap ou de statut d’ancien combattant protégé. Nous nous engageons à offrir un lieu de travail exempt de toute discrimination et de tout harcèlement.

Si vous avez besoin d’une mesure d’adaptation, veuillez communiquer avec les ressources humaines ou écrire à [email protected] pour prendre les dispositions nécessaires. 

Pas d’appels ou de demandes d’agence s’il vous plaît.

Position Summary

The Team Leader, Customer Success is responsible for leading a team dedicated to delivering an exceptional customer experience after the sale. This role ensures all customer projects are executed efficiently, accurately, and proactively from project award through completion while serving as the primary leadership resource for customer success activities.

The Customer Success Team owns the customer experience after the sale. While the Sales team is responsible for winning new business and securing customer commitments, the Customer Success Team is responsible for ensuring those commitments are successfully delivered. This includes project coordination, customer communication, issue resolution, milestone management, and maintaining a positive customer journey throughout the lifecycle of every project.

The Team Leader drives operational excellence, project visibility, customer satisfaction, and team development while ensuring Verdant consistently delivers on its promise to customers.

Core Purpose

To lead a high-performing Customer Success team that ensures every customer project is executed successfully and every customer interaction reinforces confidence in Verdant.

The Team Leader is accountable for creating an environment where customers feel informed, supported, and valued throughout their journey with Verdant while ensuring projects are delivered on time, on budget, and according to customer expectations.

Key Responsibilities

Customer Experience Leadership

·       Champion a customer-first culture across the Customer Success team.

·       Ensure customers receive proactive communication throughout the lifecycle of every project.

·       Establish and maintain standards for customer engagement and communication.

·       Monitor customer satisfaction and identify opportunities to improve the overall customer journey.

·       Act as the escalation point for customer concerns and drive timely resolution.

·       Ensure customers consistently experience Verdant’s values through every interaction.

·       Drive customer retention by delivering exceptional post-sale support and project execution.

Project Management & Delivery

·       Oversee the successful execution of all customer projects from order receipt through final go-live and closeout.

·       Ensure project milestones, deliverables, schedules, and customer commitments are tracked and achieved.

·       Monitor project risks, delays, and issues, implementing corrective actions when necessary.

·       Establish project management best practices and standardized workflows.

·       Drive accountability for project documentation, communication, and follow-up activities.

·       Ensure all project records and customer information remain accurate and current within company systems.

·       Facilitate effective project handoffs from Sales to Customer Success.

Team Leadership & Development

·       Lead, coach, mentor, and develop Customer Success team members.

·       Conduct regular one-on-one meetings focused on performance, workload management, and professional development.

·       Foster a culture of accountability, collaboration, ownership, and continuous improvement.

·       Establish clear goals and expectations for team members.

·       Identify training and development opportunities to strengthen team capabilities.

·       Support recruitment, onboarding, and performance management activities.

·       Recognize and celebrate individual and team achievements.

Operational Excellence

·       Develop and monitor KPIs related to customer experience, project execution, responsiveness, and operational efficiency.

·       Analyze team performance and implement improvement initiatives.

·       Create scalable processes that improve consistency and customer outcomes.

·       Ensure compliance with company policies, procedures, and service standards.

·       Support reporting and business reviews through accurate performance metrics and analysis.

·       Identify opportunities to streamline workflows and eliminate inefficiencies.

Cross-Functional Collaboration

·       Partner closely with Sales to ensure smooth customer transitions from opportunity to project execution.

·       Collaborate with Engineering, Product Management, Operations, Manufacturing, Supply Chain, Finance, and Technical Support teams to ensure project success.

·       Act as the voice of the customer within the organization.

·       Support strategic initiatives designed to improve customer satisfaction, retention, and operational effectiveness.

·       Drive alignment between customer expectations and internal execution capabilities.

Customer Programs & Administrative Support

·       Coordinate and oversee customer-related programs and administrative requests, including CSPs, ESCs, special pricing initiatives, customer documentation requests, and other business support activities.

·       Ensure customer program requirements are completed accurately and on time.

·       Support leadership with special projects and strategic initiatives as required.

·       Assist in the development and maintenance of customer success processes and documentation.

Key Performance Indicators (KPIs)

The Team Leader will be measured on:

Customer Metrics

·       Customer Satisfaction (CSAT)

·       Customer Retention

·       Escalation Resolution Effectiveness

·       Customer Response Time

·       Customer Communication Compliance

Project Metrics

·       On-Time Project Completion

·       Project Milestone Adherence

·       Project Backlog Management

·       Project Risk Resolution

·       Project Accuracy and Documentation Quality

Team Metrics

·       Employee Engagement

·       Team Productivity

·       Team Development and Training Completion

·       Workload Balance and Resource Utilization

Operational Metrics

·       Process Improvement Implementation

·       Internal Stakeholder Satisfaction

·       Ad Hoc Request Completion

·       CSP / ESC Turnaround Times

Qualifications

Education & Experience

· Post-secondary education in Business, Project Management, Operations, Engineering, or a related field preferred.

·Minimum 5 years of experience in customer success, project management, operations, customer support, or related disciplines.

·Previous leadership or supervisory experience required

·Experience managing customer-facing projects in a fast-paced environment.

·Experience utilizing CRM platforms such as Salesforce or similar systems. Monday.com and Oracle experience considered assets

Skills & Competencies

·       Strong leadership and coaching capabilities.

·       Excellent project management and organizational skills.

·       Exceptional customer relationship management abilities.

·       Strong communication, presentation, and conflict-resolution skills.

·       Ability to manage multiple priorities and competing deadlines.

·       Analytical and data-driven decision-making skills.

·       Continuous improvement mindset.

·       Strong collaboration and stakeholder management abilities.

·       High level of accountability and ownership.

Success Profile

The ideal candidate is a servant leader who thrives on helping customers succeed, developing people, and driving operational excellence. They understand that customer satisfaction is not created by a single interaction but through consistent execution across every stage of the customer journey.

They build trust with customers, inspire confidence within their team, proactively solve problems, and ensure Verdant delivers an exceptional experience long after the sale has been made.

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About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.  

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today! 

Our Commitment to Our People 

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. 

We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this purpose to life while competing and leading in a global economy. Our training programs focus on end-to-end development, from onboarding through senior leadership. 

Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, defined contribution pension plan and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave. 

Our success is measured by the positive impact we make on people, our communities, and the world through our unwavering focus on environmental, social, and regulatory progress. Learn more about us! 

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce.  Our employee resource groups play an important role in culture and community building at Copeland.

Equal Opportunity Employer 

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. 

If you have an accommodation need, please contact Human Resources or [email protected] to make appropriate arrangements.  

No calls or agency requests please.