Current jobs related to Customer Experience Manager - Montreal, Quebec - Fujitsu Limited
-
Strategic Customer Success Manager
2 weeks ago
Montreal, Quebec, Canada ACCS - ARES Customer Care Solutions GmbH Full timeAbout the RoleWe are seeking a highly skilled and experienced Strategic Customer Success Manager to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our Customer Success organization, you will be responsible for driving growth and retention across our customer base.Key ResponsibilitiesCustomer Success Strategy: Develop and...
-
Strategic Customer Success Manager
2 weeks ago
Montreal, Quebec, Canada ACCS - ARES Customer Care Solutions GmbH Full timeAbout the RoleWe are seeking a highly skilled and experienced Strategic Customer Success Manager to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our Customer Success organization, you will be responsible for driving growth and retention across our customer base.Key ResponsibilitiesCustomer Success Strategy: Develop and...
-
Customer Success Manager, Strategic
3 weeks ago
Montreal, Quebec, Canada ACCS - ARES Customer Care Solutions GmbH Full timeAbout the RoleWe are seeking a highly skilled and experienced Strategic Customer Success Manager to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our Customer Success organization, you will be responsible for driving business growth and customer satisfaction through strategic account management and customer engagement.Key...
-
Customer Success Manager, Strategic
3 weeks ago
Montreal, Quebec, Canada ACCS - ARES Customer Care Solutions GmbH Full timeAbout the RoleWe are seeking a highly skilled and experienced Strategic Customer Success Manager to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our Customer Success organization, you will be responsible for driving business growth and customer satisfaction through strategic account management and customer engagement.Key...
-
Customer Success Manager, Strategic
2 weeks ago
Montreal, Quebec, Canada ACCS - ARES Customer Care Solutions GmbH Full timeAbout the RoleWe are seeking a highly skilled Customer Success Manager, Strategic to join our team. As a key member of our customer success organization, you will be responsible for driving customer adoption, retention, and growth.Key ResponsibilitiesDevelop and execute strategic plans to drive customer success and growthBuild and maintain strong...
-
Customer Success Manager, Strategic
2 weeks ago
Montreal, Quebec, Canada ACCS - ARES Customer Care Solutions GmbH Full timeAbout the RoleWe are seeking a highly skilled Customer Success Manager, Strategic to join our team. As a key member of our customer success organization, you will be responsible for driving customer adoption, retention, and growth.Key ResponsibilitiesDevelop and execute strategic plans to drive customer success and growthBuild and maintain strong...
-
Strategic Customer Success Manager
3 weeks ago
Montreal, Quebec, Canada ACCS - ARES Customer Care Solutions GmbH Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Success Strategist to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our organization, you will be responsible for driving customer success and growth across our customer base.Key ResponsibilitiesCustomer Success Planning: Develop and execute customer...
-
Strategic Customer Success Manager
3 weeks ago
Montreal, Quebec, Canada ACCS - ARES Customer Care Solutions GmbH Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Success Strategist to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our organization, you will be responsible for driving customer success and growth across our customer base.Key ResponsibilitiesCustomer Success Planning: Develop and execute customer...
-
Customer Experience Manager
2 weeks ago
Montreal, Quebec, Canada Näak Full timeAbout NäakNäak is a leading sports nutrition brand dedicated to empowering ultra distance athletes with high-quality, sustainable products.Job SummaryWe are seeking a highly skilled Customer Experience Manager to join our team. As a key member of our operations team, you will be responsible for ensuring exceptional customer satisfaction, maintaining...
-
Customer Experience Manager
3 weeks ago
Montreal, Quebec, Canada Näak Full timeAbout NäakNäak is a leading sports nutrition brand dedicated to empowering ultra distance athletes with high-quality, sustainable products.Job SummaryWe are seeking a highly skilled Customer Experience Manager to join our team. As a key member of our operations team, you will be responsible for ensuring exceptional customer satisfaction, maintaining...
-
Customer Experience Manager
3 weeks ago
Montreal, Quebec, Canada Earth Rated Full timeAbout UsAt Earth Rated, we're driven by a passion for innovation and a commitment to making a positive impact on our community. Our mission is to simplify everyday moments for people and their dogs, and our vision is to empower dog owners to make a difference in their dogs' lives and the world around them.About the RoleWe're seeking a highly skilled Customer...
-
Customer Experience Manager
2 weeks ago
Montreal, Quebec, Canada Earth Rated Full timeAbout UsAt Earth Rated, we're driven by a passion for innovation and a commitment to making a positive impact on our community. Our mission is to simplify everyday moments for people and their dogs, and our vision is to empower dog owners to make a difference in their dogs' lives and the world around them.About the RoleWe're seeking a highly skilled Customer...
-
Customer Experience Manager
4 days ago
Montreal, Quebec, Canada Earth Rated Full timeAbout UsAt Earth Rated, we're driven by a passion for making a positive impact. Our mission is to simplify everyday moments for people and their dogs, and our vision is to empower dog owners to make a difference in their community.We're a company that values diversity, equity, inclusion, and belonging. We believe that every person deserves to be treated with...
-
Customer Experience Manager
3 days ago
Montreal, Quebec, Canada Earth Rated Full timeAbout UsAt Earth Rated, we're driven by a passion for making a positive impact. Our mission is to simplify everyday moments for people and their dogs, and our vision is to empower dog owners to make a difference in their community.We're a company that values diversity, equity, inclusion, and belonging. We believe that every person deserves to be treated with...
-
Customer Experience Manager
2 weeks ago
Montreal, Quebec, Canada Earth Rated Full timeAbout UsAt Earth Rated, we're driven by a passion for making a positive impact. Our mission is to simplify everyday moments for people and their dogs, and our vision is to empower dog owners to make a difference in their community.We're a company that values diversity, equity, inclusion, and belonging. We believe that every person deserves to be treated with...
-
Customer Experience Manager
2 weeks ago
Montreal, Quebec, Canada Earth Rated Full timeAbout UsAt Earth Rated, we're driven by a passion for making a positive impact. Our mission is to simplify everyday moments for people and their dogs, and our vision is to empower dog owners to make a difference in their community.We're a company that values diversity, equity, inclusion, and belonging. We believe that every person deserves to be treated with...
-
IT Project Manager
1 week ago
Montreal, Quebec, Canada Workland Full time{"h1": "IT Project Manager - Customer Experience", "p": "We are seeking an experienced IT Project Manager to join our Customer Experience team. As an IT Project Manager, you will play a key role in supporting our customers during the implementation phase of our recruitment software. You will be responsible for managing projects from start to finish, ensuring...
-
IT Project Manager
1 week ago
Montreal, Quebec, Canada Workland Full time{"h1": "IT Project Manager - Customer Experience", "p": "We are seeking an experienced IT Project Manager to join our Customer Experience team. As an IT Project Manager, you will play a key role in supporting our customers during the implementation phase of our recruitment software. You will be responsible for managing projects from start to finish, ensuring...
-
Aviation Customer Experience Manager
3 weeks ago
Montreal, Quebec, Canada CAMP Systems International, Inc. Full timeAbout the RoleCAMP Systems International, Inc. is a leading provider of aircraft compliance and health management services to the global business aviation industry. As a Customer Service Director, Aviation Industry, you will play a critical role in delivering exceptional customer experiences and driving business growth.Key ResponsibilitiesCustomer Service...
-
Aviation Customer Experience Manager
3 weeks ago
Montreal, Quebec, Canada CAMP Systems International, Inc. Full timeAbout the RoleCAMP Systems International, Inc. is a leading provider of aircraft compliance and health management services to the global business aviation industry. As a Customer Service Director, Aviation Industry, you will play a critical role in delivering exceptional customer experiences and driving business growth.Key ResponsibilitiesCustomer Service...
Customer Experience Manager
3 months ago
The Customer Experience Manager will lead a front-line team whose focus is about providing a friendly, knowledgeable, personalized and efficient IT experience for the Client's employees.
The Customer Experience Manager will work closely with the Service Delivery Manager and will ensure that all Service Desk Services, Delivery commitments and Deliverables required under the Contractual Agreement are provided to the Client in accordance with the Agreement.
This includes managing and monitoring of XLAs/SLAs (Experience Level & Service Level Agreements), the ongoing management of Service Desk Operations to provide the agreed levels of service, and continually and proactively working to improve service delivery, value-add and meet sustainability targets.
Reports to North America Service Desk Practice Leader.Fulltime / Permanent
Hybrid - Edmonton, AB or Montreal, QC - Minimum 3 days a week onsite in either Edmonton or Montreal locations.
Manages the Service Desk Team agent's delivery to the customer contracted service commitments & continual service improvements driving development, effectiveness and innovation.
Develops effective relationships with customer's management team.Actively owns service risks & improves productivity for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer).
In conjunction with the customer identifies & defines continuous service opportunities and manages deployment and acceptance into service (in conjunction with client).
Proactively leads internal and external suppliers in a service partnership as 'One Service Team'.Leads the continual improvement of Service Delivery standards & practices.
3-5 years' experience in a Service Desk Operations Management role in Managed Services
~Experience working with offshore/nearshore staff desired, but not required
Proficient with managing and delivering superior Customer Satisfaction - when needed can develop and implement a Continuous Improvement & Action plan.
Strong English written and verbal communication skills and capable of interfacing directly with clients.French Language desired but not required.
Good data analysis and reporting skills
Able to manage medium size teams ()
Proficient with Microsoft 0365 including Word, Excel and PowerPoint, Teams
Ability to effectively manage in an atmosphere of competing priorities
Skilled at presenting data and comfortable with reporting tools and metrics.
Highly driven with a focus on quality.
Demonstrated critical thinking, analysis, and independent problem-solving skills
Knowledge of quality and workforce scheduling management tools.
Key Performance Indicators
Service performance meets all XLAs/SLAs (Experience Level & Service Level Agreements) and key performance indicators (KPIs) .
Works with SD Operations to identify gaps and specific actions, works with team to ensure awareness and demonstrate effective management of improvement actions.
Maintains acceptable conduct according to all policies and procedures.Maintains organizational effectiveness and efficiency by supporting, implementing and communicating strategic plans.
Monitors interaction volume and trends and takes appropriate action, requesting staffing adjustments when necessary to Operations Management.
planning, monitoring, and appraising job performance; initiating, coordinating, and enforcing systems, policies, and procedures.
Identifies possible risks and promptly follows communication paths to initiate necessary mitigation actions.
Able to manage and develop team performance
Manage team to ensure cost effective results. Monitors work and reports on progress against service level, cost, time, specification, as appropriate
Able to manage and develop team. Ensures the best induction & integration of new Joiners, ensuring training is maintained and delivered
Promotes a continuous improvement environment by mentoring tenured and junior team members on assigned tasks
Manages resources and workload effectively (including performance reviews, personal development plans, and absence management)
Able to manage the resourcing and workflow of the team to achieve required Service Levels and Customer Satisfaction
Fujitsu is the leading Japanese information and communication Technology Company and a leading provider of IT products and services including hardware, software, networking and business solutions to customers in more than 100 countries.
At Fujitsu, you will find a dynamic work environment with multidisciplinary teams involved in stimulating projects.Our commitment to diversity and equity:
At Fujitsu, one of our corporate principles is "We respect human rights".
This principle underpins all our corporate and individual activities and guides the actions of every member of the Fujitsu Group.
We embrace diversity and equal opportunity.Qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or orientation, sexual orientation, national origin, genetics, disability, age or veteran status.
