Support Services / Customer Success Lead
L
Lancesoft
📍 Southlake, Texas, United States
Job Description
This job is with Encode, Inc a fully owned subsidiary of Lancesoft
The Support Services / Customer Success Lead is responsible for the ongoing service relationship after deployment, including support processes, SLA performance, incident response coordination, issue escalation, customer communications, and ongoing optimization.
Why this role is required for this RFP: The RFP requires a detailed description of:
This role also supports the City’s broader-adoption evaluation factor by showing the vendor can sustain long-term value beyond pilot launch.
Primary Responsibilities
...
The Support Services / Customer Success Lead is responsible for the ongoing service relationship after deployment, including support processes, SLA performance, incident response coordination, issue escalation, customer communications, and ongoing optimization.
Why this role is required for this RFP: The RFP requires a detailed description of:
- maintenance and updates
- support structure and availability
- response times and escalation procedures
- SLAs
- incident management
- knowledge bases/documentation
- delivery of updates and enhancements
This role also supports the City’s broader-adoption evaluation factor by showing the vendor can sustain long-term value beyond pilot launch.
Primary Responsibilities
...