Customer Relationship Director
3 weeks ago
KUBRA is driving growth and innovation, and we're seeking a visionary Director, Client Services to join our Data Analytics Team.
As a key member of our leadership team, you will be responsible for developing and executing strategies to elevate our client service operations and deliver exceptional customer experiences.
This is a hybrid role based out of our office in Mississauga, offering a unique blend of collaboration and autonomy.
Key Responsibilities:- Champion Client Services team initiatives, including Client Support, Quality Assurance, and Critical Incident and Problem Management.
- Drive the transformation of client support operations by implementing innovative technologies, processes, and best practices to streamline operations and improve efficiency.
- Implement processes for gathering, analyzing, and acting on customer feedback to drive improvement and innovation in products/services, processes, and policies.
- Define and track key performance indicators (KPIs) for incident and problem management and Client Support, and report performance to senior leadership and clients.
- Prepare and present regular reports on incident and problem management performance to senior leadership and clients.
- Analyze performance data to identify trends, issues, and areas for improvement, ensuring proactive measures are taken to prevent recurrence of incidents.
- Build a self-help driven support team to efficiently handle a growing and engaged client and customer base, utilizing data analytics and customer feedback insights.
- Act as an escalation point for client support teams and manage a team of dynamic pool support managers, ensuring effective resolution of client issues and concerns.
- Solid understanding of customer relationship management principles, customer experience best practices, and emerging trends in the field.
- Can manage multiple priorities, and assess and adjust quickly to changing priorities.
- 5+ years of experience orchestrating ITIL foundations.
- Experience interfacing with clients and customers in a support capacity.
- Experience managing C-level and Client facing escalation situations.
- Bachelor's degree in Information Technology, Business Administration, or a related field.
- Related Computer Information Systems or Technical Certification considered an asset.
- Award-winning culture that fosters growth, diversity, and inclusion for all.
- Access to LinkedIn learning courses.
- Annual performance-based bonus.
- Flexible schedules.
- Free unlimited access to our refreshment stations (fully stocked with tea, coffee, and other beverages).
- Generous benefit coverage with low premiums (+ a Health Care Spending Account).
KUBRA is an equal opportunity employer dedicated to building an inclusive and diverse workforce.
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