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Implementation Manager
2 months ago
We are seeking an experienced Implementation Manager to lead our Onboarding and Fulfillment team in delivering a world-class customer experience. As a key member of our team, you will be responsible for managing a team of Onboarding Specialists and Customer Success Coordinators who work with businesses across Canada to implement our vast products and features.
Key Responsibilities- Coach and develop a high-performing team of specialists to deliver exceptional customer experiences.
- Monitor and report on customer satisfaction metrics, identifying areas for improvement and implementing solutions.
- Provide guidance and support to the team in handling customer escalations and ensuring timely resolutions.
- Conduct regular audits to improve processes and provide feedback to the team.
- Drive revenue growth by achieving timely activations and meeting targets.
- Partner with Sales and Customer Success teams to ensure seamless transitions and outstanding customer experiences.
- Develop a deep understanding of our products and services to establish yourself as a subject matter expert.
- Recruit and manage team members, providing ongoing performance feedback and coaching.
- Update and maintain implementation and enablement documentation.
- Identify and implement process improvements to enhance customer experiences and team efficiency.
- Management experience, ideally 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 while maintaining high customer satisfaction.
- Ability to enhance processes and drive innovation.
- Healthy curiosity and a willingness to learn and adapt.
- Positive attitude, flexibility, and a passion for delivering exceptional customer experiences.
At net2phone Canada, we value work-life balance, collaboration, and continuous learning. We offer a comprehensive benefits package, including health and wellness benefits, paid time off, and opportunities for growth and development. Our team is passionate about delivering exceptional customer experiences and making a positive impact in the lives of our customers.
We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.
