Implementation Manager

4 weeks ago


Ottawa, Ontario, Canada Versature Full time
About the Role

We are seeking an experienced Implementation Manager to join our team at net2phone Canada. As a key member of our Onboarding and Fulfillment team, you will be responsible for leading a team of specialists to deliver a world-class customer experience.

Key Responsibilities
  • Coach and develop a high-performing team of specialists to guide customers through the onboarding process.
  • Monitor and report on customer satisfaction metrics, identifying areas for improvement and implementing solutions.
  • Provide guidance and support to the team to handle customer escalations and ensure a seamless transition throughout the customer lifecycle.
  • Conduct regular audits to improve processes and provide timely feedback to the team.
  • Drive revenue growth by achieving timely activations and targets.
  • Partner with the Sales and Customer Success teams to ensure a seamless transition and outstanding customer experience.
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.
  • Excited to enhance processes to enable exceptional experiences for team members and customers.
What We Offer
  • A collaborative environment that values input and work-life balance.
  • Training and development opportunities to enhance skills and knowledge.
  • A dog-friendly office with breakfast options, beverages, and a snack bar.
  • Paid time off, sick and family days, and paid volunteer days.
  • $2,000 in health and wellness benefits.

Job Type: Full Time, Permanent

Schedule: Monday to Friday, 9am-5pm EST

Compensation: $65,000-70,000 CAD



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