Customer Experience Director

3 days ago


Kitchener, Ontario, Canada Intellijoint Surgical Inc. Full time
About Us

At Intellijoint Surgical Inc., we develop innovative products to enhance surgeons' care and patients' lives.

Job Description

We are seeking a Customer Service Manager to join our Operations team to help bring effective and easy-to-use technologies to the market. The ideal candidate will lead strategic initiatives, create scalable processes, and foster collaboration across departments.

Main Responsibilities
  • Develop and execute the strategic vision for the Customer Success function, ensuring alignment with organizational goals.
  • Lead, mentor, and grow a high-performing Customer Success team.
  • Partner with Sales leadership to define and refine processes that drive efficiency and scalability for the organization.
Customer Advocacy
  • Act as the primary advocate for customer needs, ensuring feedback is effectively communicated and addressed by cross-functional teams.
  • Drive customer satisfaction by proactively identifying and resolving challenges, escalating issues when necessary.
  • Regularly engage with key accounts to maintain strong relationships and ensure long-term customer retention.
Operational Excellence
  • Design and implement processes to improve efficiency across customer-facing functions, including billing, order management, and product support.
  • Oversee the resolution of customer issues, including complex troubleshooting and escalation, to deliver timely solutions.
  • Manage and optimize CRM systems (e.g., Salesforce) to maintain accurate customer data and reporting.
Benefits
  • A competitive salary range of $120,000 - $180,000 per year, depending on experience.
  • The opportunity to work with innovative products that can improve surgical outcomes and enhance patient's quality of life.
  • A highly talented and driven group of team members and colleagues' organization wide.
  • Flexibility so that you can do your best both at work and outside of it.

We are an equal opportunity employer that hires talent regardless of age, race, creed, colour, religion, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, or any other status or condition protected by applicable law.



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