Customer Success Supervisor

3 days ago

Waterloo, Canada Cineplex Full time

Work location:
CDS 137 Northfield Dr

City:
Waterloo

What you will do:
Customer Success Supervisor directly supports Customer Support Manager with all department matters assisting with general management of internal tools, processes, training, and vendors.

Manages special projects and ensures operational excellence through best practices and effective training of agents.

Must be flexible to work variety of hours which include days and evenings.

Key Responsibilities:
Management:

- Direct management of technical analyst resources to ensure ticket flow, escalations and closures and handled in a proactive, efficient manner.
- Monitor critical and major incidents to ensure resolution
- Collaborate across teams to identify opportunities to lower the number of incidents coming to Help Desk
- Tools, Processes & Training
- Identify, Recommend, and lead the development of key department tools & processes
- Support to drive high levels of consistency and efficiency through scalable and repeatable processes
- Identify and support the development of training programs to support critical department functions, and our outsourced partner for L1-L2
- Reporting and projects:

- Develop reporting for department including staff utilization, client and trend analysis
- Liaise with data team to develop automation regarding internal/client reporting
- Lead special department or client projects

Leadership:

- Partner with Human Resources to create a high-performance environment and establish a people strategy that attracts, retains, develops, and motivates team members
- Actively contribute to CDM’s culture

Education & Certification
- Diploma or degree in business administration, technology, operations, or related field

Experience
- 1-2 years of support desk management or leadership role
- 2-4 years of working in customer support desk environment
- 2-4 years experience within the digital signage or digital marketing industry

Knowledge, Skills and Abilities
- Demonstrated team leadership and development skills
- Strong problem solving and investigative skills
- Excellent communication skills, both verbal and written, to provide clear and concise summaries and executive updates with the ability to communicate in both technical and business-friendly terminology
- Highly motivated with the ability to work both collaboratively and independently, manage multiple priorities effectively, and take initiative to complete tasks with little oversight and direction required
- Ability to learn quickly, picking up new technologies/skills and business knowledge, in a fast-paced environment
- Knowledge of IT standards, methodologies, audit, and regulatory requirements
- Organized and meticulous with documentation and tracking
- Experienced with Root Cause analysis as well as other operational and problem solving models and strategies

Inclusion & Diversity

Accessibility

.

  • Customer Success Manager

    1 day ago

    Waterloo, Canada eSentire Full time

    About eSentire eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. About The Customer...

  • Customer Success Manager

    1 week ago

    Waterloo, Canada eSentire Full time

    About The Customer Success Team We’re continuing to build out a passionate team of A-player Customer Success Managers. We are looking for a strategic, relationship-minded and experienced Customer Success Manager to join our ranks, as we exponentially grow our customer base. Our Customer Success team supports a wide array of customers along the entire...

  • Customer Success Manager

    1 day ago

    Waterloo, Canada eSentire Full time

    About eSentire Founded in 2001, the company’s mission is to hunt, investigate and stop cyber threats before they become business-disrupting events. Combining cutting-edge machine learning XDR technology, 24/7 Threat Hunting, and proven security operations leadership, eSentire mitigates business risk and enables security at scale. The Team eSentire...

  • Customer Success Administrator

    3 days ago

    Waterloo, Canada Maplesoft Full time

    Maplesoft is a leading provider of software tools for engineering, science, research and teaching. Maple is math software that combines the world's most powerful math engine with an interface that makes it extremely easy to analyze, explore, visualize, and solve mathematical problems. Maple's powerful mathematics engine allows students to analyze, explore,...

  • Customer Success Associate

    2 weeks ago

    Waterloo, Canada Alumni Educational Solutions Full time

    **Job description** **Description**: At Alumni, Customer Experience is the forefront of what we do. The priority of our team is to help our customers be successful and to ensure that their experience with Alumni is effortless by delivering high-quality, quick and personable support. As a Customer Success Associate, you are responsible for the experience of...

  • Customer Success Manager

    2 weeks ago

    Waterloo, Canada Ironbelly Studios Full time

    Ironbelly Studios is comprised of a talented, passionate and dedicated number of game developers from all corners of the globe. Our focus is on creating high quality entertainment experiences as well as providing outsourcing services at a fraction of the cost seen elsewhere.From humble beginnings Ironbelly has grown to be one of the most trusted names in the...

  • Customer Success Associate

    3 days ago

    Waterloo, Canada Alumni Educational Solutions Full time

    **Description**: At Alumni, Customer Experience is the forefront of what we do. The priority of our team is to help our customers be successful and to ensure that their experience with Alumni is effortless by delivering high-quality, quick and personable support. As a Customer Success Associate, you are responsible for the experience of our customers. This...

  • Customer Success Manager

    1 week ago

    Waterloo, Canada IMS Full time

    **Company Overview** IMS (Insurance and Mobility Solutions) is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. We are proud to be the developer of the industry-acclaimed; cloud-based “Drive-Sync” connected car platform. From insurers and governments to dealerships and...

  • Customer Success Coordinator

    1 week ago

    Waterloo, Ontario, Canada eSentire Full time $40,000 - $70,000 per year

    About eSentireeSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can't find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. As the authority in Managed...

  • Customer Success Manager

    2 weeks ago

    Waterloo, Canada BusPlanner Full time

    BusPlanner is hiring a Customer Success Manager to manage and grow relationships with school districts across Canada. This is a hybrid role that combines account growth and customer support, ideal for someone who is proactive, highly energetic, relationship-focused, and excited to drive impact in the education space.You’ll serve as the primary contact for...