Customer Experience Manager at Granite overseeing order setup and customer experience. Managing a team to ensure processes, scheduling, and service are aligned with customers' needs.
About the role
- Manager managing Customer Support Specialists to deliver world-class customer experiences for Cision. Ensuring KPIs and quality customer support in a growing environment.
Responsibilities
- Managing a support team of Support Specialists
- Ensuring the daily support team works according to plan.
- Responsible for ensuring team meet KPIs related to customer support.
- Responsible for ensuring delivery routines- and processes are clearly defined and documented.
- Responsible for cross-department/functional cooperation.
- Responsible for monitoring the overall quality of the team related to the support responses and CSAT.
- Responsible for continuous quality monitoring and scoring of team to ensure QA KPIs are met
- Responsible for team scheduling and adherence to this.
- Daily case planning, prioritization and distribution of cases and resource allocation.
- Responsible for weekly meetings with team members, from agenda to follow-up of actions.
- Hold daily "pulse meetings" as required
- Act as a source of expertise and support to the team in the daily work with escalations of complicated cases.
- Coach, lead and motivate the team individually and as a group. Make sure the working environment is satisfactory.
- Responsible for ensuring that new employees are successfully onboarded.
- Responsibility for ensuring new employees receive the correct training.
- Report regularly to Head Of on all related to production and main targets for success.
- Responsible for the well-being of our team members.
- Responsible for the satisfaction of our customers.
- Responsible for continuous improvement.
- Actively work for commitment and motivation in the team.
- Responsible for partnering with the Sales teams and Customer Success
- Performs other duties as required.
Requirements
- Highly customer-focused; shows a real passion for the customer support industry
- Driven, self-starter, enthusiastic and with an “ownership” mentality
- Adaptable and able to thrive in a fast-paced, ever-evolving environment
- Proven experience in a managerial customer-facing role demonstrating the ability to build long term relationships - preference for customer support, experience in a SaaS company
- Strong leadership qualities with the ability to collaborate with internal partners whilst co-ordinating key customer deliverables ensuring world class customer experience
- a manager who is able to positively impact and initiative change and improvement, improving processes to encourage efficiency
- Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally & written
- Enthusiastic; strong work ethic with a positive mindset, and can-do attitude
- Negotiation skills
- Experience with Customer Support software is desired
- Experience of working to KPIs/targets
- Excellent English language skills, written and verbal. Additional languages are an advantage.
- Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required
- An undergraduate degree is preferred
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