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Manager, Customer Success

2 months ago

London, Canada Trudell Medical International Full time
Manager, Customer Success & Technical Support

Part Time / Full Time

As a member of the Operations Team, you will lead the Customer Success team to provide world-class customer service and technical support to ensure our customers have an excellent customer experience with seamless adoption of our products while also ensuring responsive technical support. Build strong relationships with key stakeholders while being an advocate for TMIs customers.

Responsibilities Include:

People Management

  • Ensure staff have clarity of expectations through the delivery of objectives and understanding key deliverables.
  • Maintain schedule and established time standard compliance for all staff, i.e. by organizing and directly supervising staff, administering leave, monitoring, responding to staff headcount requirements, etc.
  • Treat employees fairly and equitably, have a sense of self-esteem, and are encouraged to develop to their full potential, i.e. by administering workplace policies and programs.
  • Support employee development, i.e. by evaluating performance, providing feedback, and supporting their growth.
  • Manage employee issues to enable employees to have a high degree of focus on their jobs, i.e. by resolving employee relations issues, performance problems, and disciplinary issues.

Customer Success

  • Establish metrics and advocate for the customer by coordinating with and influencing high performance across direct customer experience and indirect influence.
  • Monitor and measure customer trends working in cooperation with Sales and Planning to proactively address customer needs.
  • Liaison between multiple internal departments to ensure customer needs are met, including order processing, customer set-up, customer feedback, and complaint processing.
  • Creatively solve problems presented by customers and follow the escalation process to obtain rapid support if issue cannot be resolved independently.
  • Identify opportunities for improvement and implement customer-centric tools and processes to improve the customer experience.
  • Ensure that available resources, e.g. ERP, are used to their full potential.
  • Be the lead voice of the Customer process.
  • Maintain knowledge in available technology and implement tools, such as AI, to enable the team.

Enable Sales and Marketing Team Success

  • Build and strengthen relationships with sales and marketing.
  • Engage customers on new promotions by rolling out promotional material through the existing communication channels.
  • Identify, reproduce, and document bugs for the I.T. team, to continuously improve the e-commerce platform.
  • Retain a solid understanding of the platform (deep product knowledge), features releases, and the development roadmap.
  • Clearly capture and inform Marketing of emerging technical requirements and enhancements identified by customers.

Inquiries

  • Rapid response to internal or external inquiries via phone, e-mail, and other electronic methods.
  • Utilize social media tools to monitor and communicate the product/business story.
  • Work effectively with Operations and Order fulfillment team to create simple, clear, and timely communication related to customer orders, building trust for the company.

Technical Support Leadership

  • Design of TS process workflows, scripts, and guides to ensure timely and consistent support.
  • Implementation of reporting systems and dashboards to promote technical support functional effectiveness.
  • Provide technical support for connected medical devices and medical device applications across all smartphone platforms and generations.
  • Coach and train Customer Success Associates in technical support.
  • Provide feedback to Product Development and Marketing on customer communications.
  • Own resolution of the escalated technical support issues.

Health and Safety

  • Ensure compliance with relevant health and safety legislation, including the Workplace Safety and Insurance Act, the Occupational Health and Safety Act, etc.

Qualifications:

  • Degree or Diploma in Engineering, Computer Science, Business, Customer Service, Marketing, Accounting, or a related field of study.
  • 5 years of experience in customer service or customer-facing role working in a technical setting.
  • 1-2 years’ experience in leading/managing teams.
  • Experience in customer support for medical devices is considered an asset.
  • Additional language ability considered an asset, e.g. Spanish, Dutch, Arabic, etc.
  • Excellent oral and written communication skills.
  • Excellent interpersonal skills.
  • Ability to troubleshoot software efficiently.
  • Ability to learn new computer software quickly.
  • Ability to multi-task and drive continuous improvement.
  • Intermediate experience in MS Office (Excel, Word, PowerPoint, Outlook).
  • Experience working in ERP software.
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