Global Customer Success Manager
1 month ago
Markham, ON | On-site
The opportunity: Our client is a rapidly growing international manufacturer and leader in their industry. Their people play a pivotal role in shaping their business and their customer-focused culture encourages an ownership mindset, continuous improvement and career development.
They are seeking a Global Customer Success Manager to oversee and improve customer operations on a global scale.
The Manager will lead a team to implement strategies to enhance customer satisfaction and will collaborate with cross-functional teams to ensure a seamless customer experience.
This is a tremendous career opportunity for a strong leader with a global, customer-centric and strategic mindset. The ideal candidate has a background in engineering or manufacturing and has proven success working in large, global organizations.
Role Responsibilities: Lead, inspire, and manage a global team of customer service representatives to ensure high performance and a customer-focused culture, encouraging continuous learning and development. Develop and implement strategies to enhance the overall customer experience, from order placement to post-sales support. Oversee and manage the day-to-day Global Customer Service team activities including resolving all the customer escalations. Analyze customer feedback and metrics to identify areas for improvement and implement corrective actions. Streamline and optimize customer service processes to improve efficiency and effectiveness. Work closely with other departments, such as logistics, sales, and product development, to ensure seamless coordination and communication. Collaborate with regional customer service teams to ensure consistency in service standards across different markets. Stay informed about regional differences and customer expectations to tailor service strategies accordingly. Evaluate and implement customer service technologies to improve communication, response times, and overall service quality. Establish and monitor key performance indicators (KPIs) to measure and report on the effectiveness of customer service operations. Prepare regular reports for senior management, highlighting trends, successes, and areas for improvement.
Qualifications: A degree in business or engineering. Proven experience in a global customer management role preferably within the manufacturing industry, working for a large international company. Strong leadership skills with a track record of successfully managing and developing high-performance teams. Excellent communication and interpersonal skills. Analytical mindset with the ability to use data-driven insights to improve processes. Familiarity with CRM systems and customer service technologies. Willingness to travel internationally as needed. 5-7 years of directly related experience.
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