Global Customer Success Manager

2 weeks ago

Markham, Canada South End Partners Full time

Global Customer Success Manager

Markham, ON | On-site 


The opportunity: 

Our client is a rapidly growing international manufacturer and leader in their industry. Their people play a pivotal role in shaping their business and their customer-focused culture encourages an ownership mindset, continuous improvement and career development.


They are seeking a Global Customer Success Manager to oversee and improve customer operations on a global scale. 


The Manager will lead a team to implement strategies to enhance customer satisfaction and will collaborate with cross-functional teams to ensure a seamless customer experience. 


This is a tremendous career opportunity for a strong leader with a global, customer-centric and strategic mindset.  The ideal candidate has a background in engineering or manufacturing and has proven success working in large, global organizations. 


Role Responsibilities:

  • Lead, inspire, and manage a global team of customer service representatives to ensure high performance and a customer-focused culture, encouraging continuous learning and development.
  • Develop and implement strategies to enhance the overall customer experience, from order placement to post-sales support.
  • Oversee and manage the day-to-day Global Customer Service team activities including resolving all the customer escalations.
  • Analyze customer feedback and metrics to identify areas for improvement and implement corrective actions.
  • Streamline and optimize customer service processes to improve efficiency and effectiveness.
  • Work closely with other departments, such as logistics, sales, and product development, to ensure seamless coordination and communication.
  • Collaborate with regional customer service teams to ensure consistency in service standards across different markets.
  • Stay informed about regional differences and customer expectations to tailor service strategies accordingly.
  • Evaluate and implement customer service technologies to improve communication, response times, and overall service quality.
  • Establish and monitor key performance indicators (KPIs) to measure and report on the effectiveness of customer service operations.
  • Prepare regular reports for senior management, highlighting trends, successes, and areas for improvement.


Qualifications:  

  • A degree in business or engineering.
  • Proven experience in a global customer management role preferably within the manufacturing industry, working for a large international company.
  • Strong leadership skills with a track record of successfully managing and developing high-performance teams.
  • Excellent communication and interpersonal skills.
  • Analytical mindset with the ability to use data-driven insights to improve processes.
  • Familiarity with CRM systems and customer service technologies.
  • Willingness to travel internationally as needed.
  • 5-7 years of directly related experience. 

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