Customer Onboarding Experience Manager

2 weeks ago


Ottawa, Ontario, Canada Versature Full time
About the Role

We are seeking an experienced Implementation Manager to lead our Onboarding and Fulfillment team in delivering a world-class customer experience.

Responsibilities
  • Coach and develop a team of specialists to be high-performing, client-focused product experts.
  • Monitor and report on quality of customer experience using CSAT metrics.
  • Provide guidance to the team to handle customer escalations and serve as an escalation point.
  • Conduct audits to improve processes and provide timely feedback.
  • Drive revenue by achieving timely activations to target.
  • Partner with Sales and Customer Success teams for a seamless transition throughout the customer lifecycle.
Requirements
  • Management experience with a team of 5 or more direct reports.
  • Strong leadership and project management skills.
  • Cross-functional collaboration and communication experience.
  • Proven track record of achieving targets without sacrificing customer satisfaction.
What We Offer
  • A collaborative environment that values input and work-life balance.
  • Training opportunities via various sources.
  • Paid time off, sick & family days, and volunteer days.
  • A dog-friendly office with breakfast options, beverages, and a snack bar.
  • $2,000 in health & wellness benefits.
Compensation and Schedule

This is a full-time, permanent position with a salary range of $65,000-$70,000 CAD. The schedule is Monday to Friday, 9am-5pm EST, with the possibility of working remotely 2-3 days a week.



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