Director Medical Staff Office

4 weeks ago


Montréal QC, Canada Logibec Groupe Informatique Ltd. Full time

Are you looking for an opportunity where your experience in team management and customer support will be put to good use? The Director, Client Support is responsible for leading the customer support team with a focus on putting the customer at the centre of the team's concerns. They will be responsible for ensuring that the company's support commitments and obligations are met and that customer satisfaction targets and performance indicators are achieved.
Team Management:
Lead, motivate and support the development of the team in order to provide excellent services to clients in collaboration with the directorates involved;
Create and maintain a stimulating work environment by fostering performance, developing expertise and mobilising people.
Support the management team in achieving its objectives;
Ensure the rapid and effective integration of the customer support component during new acquisitions (growth);
Represent the Customer Experience team in management meetings and ensure strong inter-team collaboration.
Propose and implement work methods according to best practices while ensuring rigorous monitoring of results;
Establish and monitor performance indicators in order to determine, with his/her team, the achievement of objectives and opportunities to improve customer support;
Guide and support the team in the standardisation of processes across all customer service teams;
Maintain an effective system for managing service quality, incidents and complaints to ensure optimal responsiveness to potential customer issues.
Ensure compliance with contractual service level agreements for the handling and resolution of external customer support requests;
Bachelor's degree in management, engineering, information technology, or related field;
~ Management, leadership or performance training an asset;
~5-10 years experience in people management;
~5-10 years experience in customer support for B2B software solutions;
~ Experience in best practices and implementation of customer service tools;
~ Knowledge of best practices, key performance indicators for technical support and customer service;
~ Excellent communication, interpersonal and organizational skills with a hands-on management style;
~ Bilingualism is required (with fluent French) as the candidate will be working with documentation in French and English, and communicating orally and in writing with French and English speaking suppliers and colleagues.

Flexible hours and competitive vacation allotment
Permanent teleworking possibilities
Continuous training, career development and advancement opportunities
Projects integrating the Agile methodology
An organizational culture where grit, teamwork, a commitment to excellence, and striving to make a difference for our clients are at the center of our corporate values.



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