(GMN-986) Associate Manager, Customer Success

(GMN-986) Associate Manager, Customer Success

28 Apr
|
Finastra
|
Mississauga

28 Apr

Finastra

Mississauga

Manager, Customer Success will manage a team of technical support associates that take calls / emails / tickets from internal stake holders and Lenders (financial institutions) providing exceptional service and technical support for our Software - Filogix Expert and Filogix Express while building a Customer Success team that is highly motivated in delivering best in class service. Complete quality assurance testing for small production changes. Review existing tickets and provide analysis.



Responsibilities & Deliverables:

Your deliverables as a Manager, Customer Success will include, but are not limited to the following:



Leads team activities and coaches on technical aspects of work to meet daily schedule requirements



Responsible for results of the team: Knowledge of Call Center Metrics & reporting required such as service levels, abandon rates, AHT, Client Success, Quality scores required.

Applies technical/ service and business process knowledge

Optimizes the customer journey to ensure that every customer derives real value from Filogix with an understanding of how to apply Net Promoter Scores (NPS).

Oversees life-cycle processes/touch points, including executive sponsor program, “listening” points (e.g. on usage), and others

Experienced in reporting and analytics to drive and improve business efficiencies by building client engagement programs while driving performance with insights, and analytics.

Creates standard presentation materials for various plays and scenarios

Manages escalations from your direct reports, and follow a methodical escalation process to other Filogix departments up to and including execs.

Determines how to define, drive, and demonstrate the value (ROI) delivered

Advocates for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those

Maintains staff by recruiting, selecting, orienting, and training employees, developing personal growth opportunities.

Agile and innovative individual, who can manage in an environment of change and ambiguity, with comfort taking calculated risks to better serve our customers and business

Strong understanding or technical knowledge that can translate with greater technical precision into coaching

Performs standard technical assignments (e.g. bug fixes, database set up and maintenance, issue tracking) and develops deeper understanding of technical concepts

Provides guidance to team members and feedback on how to better funnel technical issues for future and similar events.

May handle escalated or reassigned problem tickets to internal or external experts based on internal policies and procedures and ticketing systems

Maintains proper database management and regular email communication containing current industry knowledge, product and policy updates, pricing modifications and any other time / industry sensitive information.

Demonstrates a strong commitment to providing excellent customer service, with particular attention to task delivery, accuracy, detail and completion



Required Skills & Experience:

Minimum 2-3-year experience in a supervisory role in a help-desk/call center environment: preferably in technical support

Deep background in leading customer engagements either through services, support, account management or customer success.

Strong experience in Customer business practices, and metric reporting along with performance analytics

Working knowledge of Software business model (subscription/term, churn forecasting, ARR/MRR, etc.)

In-depth experience building and mentoring high-performing teams

Strong productivity tools skills – Microsoft Suite and CRM systems

Advanced PC Hardware and Software troubleshooting experience

Advanced Ability to discuss and resolve complex issues over the telephone

Advanced troubleshooting and problem-solving skills for dealing with escalated issues; ability to visualize a problem or situation and think abstractly to solve it

Knowledge of SQL Scripts and or other programming software knowledge is a huge plus

Familiarity with HTML and Microsoft Access an asset.

Familiarity with Windows and MAC Operating Systems, databases, java support, network topologies and devices an asset.

Strong browser support (Internet Explorer, Chrome and Firefox).

Superior written and verbal communication skills along with strong problem solving and organizational skills; ability to facilitate

Fluent in English. French considered an asset. Other languages considered an asset.



#LI-CC1



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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.



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The original job offer can be found in Kit Job:
https://www.kitjob.ca/job/13973639/gmn-986-associate-manager-customer-success-mississauga/?utm_source=html

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