Glendale,
California
91203
Job Description
Are you a hands-on person that thrives in working with and managing teams? Do you embrace a customer first and ‘no customer left behind' attitude? Would you excel at identifying and presenting opportunities to improve and automate service through technology?
The ideal candidate would have a strong interest in both business and technology. Key responsibilities include but are not limited to the following:
- Drive customer satisfaction through the ownership of daily execution for designated branch, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing.
- Produce regular status reports that are audience appropriate to communicate with internal stakeholders
- Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution
- Ensure all project activities and deliverables are completed on-time, within scope and budget
- Drive training & change management
- Speak with customers that require high-level escalation
- Capture and report data measuring CS practice KPIs across departments
- Capture and report data Customer Health scoring and CSS focus
- Proactively manage resource plan to ensure resource availability and allocation
- Develop and maintain detailed project plans to track and report progress
- Partnering with CS leadership on business forecasting and KPI reporting so we always know where we are relative to our goals
- Daily, weekly, monthly retention reporting for all of our key business units, down to the individual level
- Developing a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities
- Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers
- Partner with CS Leaders to understand their teams, business units, and goals
- Learn all of the existing systems, routines, and cadences that drive our Customer Teams
- Examine and understand the full customer lifecycle of customer
Requirements
- 10 years of experience managing teams of minimum 20 employees
- 5 years of customer management
- Bilingual Spanish/English (intermediate acceptable)
- Excellent project management skills. Demonstrated experience in organizing and initiating, planning, and executing large-scale projects from the envisioning stage through to implementation, involving internal cross-functional personnel, contractors, and vendors.
- Team leadership skills
- Excellent verbal and written skills
- Organizational skills
- Ability to manage a fast-paced environment
- Knowledge of MS Word, Excel & Outlook, SalesForce
- Ability to learn proprietary software
- Travel 10%
Apply Here
PI121296546
Date Posted : 07/01/2020
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