OPIsystems Inc. KRA Role Description
Title:
Customer Experience Manager
Position Purpose: The Customer Experience Manager will lead and manage a high performing team focused on providing first class service and support while driving customer satisfaction and retention. Remain focused on balancing a high level of customer satisfaction, providing strong leadership for Customer Care Team members, and driving the development and improvement of customer care tools and processes. Initiate new and innovative ways to improve the support services offered that create efficiencies and effectiveness to meet business goals along with helping our customers to achieve their desired goals. The Customer Experience Manager will play a vital role in helping the business provide a "whole product" offering and work closely with other departmental heads.
Key Result Area #1:
Drive an increased level of customer satisfaction and brand loyalty.
Tasks & Activities:
Identify and implement strategies to improve quality of service and productivity.
Work closely with Channel Partners on escalated support issues to resolve in a relevant and timely manner.
Monitor support tickets and call volumes to adjust staffing requirements as needed.
Review Net Promotor Score on service tickets, track and follow up with detractors when necessary.
Promote a proactive, solution-oriented approach to customer care across all customer touchpoints including phone, email, chat, and field support.
Support the development of customer self-service resources, knowledge base articles, and support documentation to improve customer experience and reduce resolution times.
Identify trends in customer support interactions and implement process improvements to enhance service delivery and customer satisfaction
Support field service requirements and customer site visits when necessary to strengthen customer relationships and resolve critical issues.
Key Result Area #2:
Provide Leadership to Customer Care Team.
Tasks & Activities:
Provide coaching to team members for feedback, ongoing improvement, and career development.
Foster a culture of persistence, passion, partnership, accountability and continuous improvement throughout the Customer Care team.
Ensure team members are trained and equipped to provide exceptional technical support and troubleshooting assistance.
Lead the development and delivery of customer support training programs for team members, channel partners, and end users.
Conduct quarterly reviews for all direct reports and provide development feedback
Make decisions regarding compensation adjustments for team members and take lead in determining department staffing needs and making any changes deemed necessary
Promote and drive proactive, customer centric and resolution focused culture within the Customer Care department.
Key Result Area #3:
Be a vital cog in the business goal of providing a "whole product" solution.
Tasks & Activities:
Internal conduit to provide product support feedback to the Product Team for heightened awareness and improvements.
Oversee content management and admin functions within the LMS training platform.
Work closely with the Return Merchandise Authorization (RMA) process to bring problematic or systemic issues to the attention of the Product Team.
Be the support voice in the room when it comes to prioritizing product bug fixes and feature enhancements.
Key Result Area #4:
Determine which Key Performance Indicators are critical to the Customer Success department.
Tasks & Activities:
NPS, Call Acceptance Rate, CES Score, Support Tickets Resolved and Time to Respond, Return Authorized Merchandise #'s report daily/weekly/monthly.
Analyze customer support data, customer feedback, and operational metrics to identify trends and opportunities for improvement.
Monitor escalation rates, first-contact resolution rates, customer retention indicators, customer health metrics, and knowledge base utilization.
Requirements & Qualifications
Education Requirements:
- Post-secondary education (Diploma or Degree program)
Qualifications:
- 5+ years of managing experience in a Customer Care or equivalent role.
- A proven track record of working in a customer-facing role.
- Technological aptitude for dealing with both hardware and software
- Proficient software skills include Word, Excel, PowerPoint, etc.
- A firm understanding of a departmental Profit & Loss statement (P&L)
- Experience using and maximizing the effectiveness and efficiency of CRM software such as Hubspot & Netsuite.
- Demonstrated experience in taking initiative to improve work operations, processes and overall employee and client satisfaction
- A strong belief in fostering improvement through coaching.
- A high level of accuracy and attention to detail is required.
- A flexible approach, able to operate effectively with uncertainty and change.
- Speaks fluent English and possesses strong interpersonal and communication skills
- Comfortable speaking in front of small and medium sized groups
- Must have a positive attitude and be a team player
- Understanding farm and commercial operations, grain conditioning would be a definite asset.
- Field service experience assisting end users and dealers
- Follow safety protocols while on customer sites, either a commercial or farm locations
- Must be able to climb to heights up to 50'
- Must be able to lift 50 pounds or more
- Variable work environment, will be in corporate headquarters, remote work capability and customer sites
