CAREER OPPORTUNITIES


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The Company:

Location: Calgary, Alberta

Position: Customer Solutions and Experience Manager

Career Opportunity: Think of the last time you had an above-and-beyond experience in customer service. Someone who knew their company’s software inside-and-out and left you feeling empowered, having been given the tools to move forward on your project. Sound like someone you know?

If so, capture this opportunity to lead a team of training facilitators and call centre professionals who provide experience based customer solutions in a mid-sized and privately held software company. The Customer Solutions and Experience Manager is a brand-new role that has been created in response to the expansion of the company and the commercial success of their data analytics product. The successful candidate is recognized by his or her peers for their excellence in customer service initiatives and is well-equipped to coach and mentor a stellar team of representatives. Help us to raise the industry standard and redefine what it means to provide top level service.

Responsibilities
The successful candidate will:
• Bring a fresh perspective and competitive edge in evaluating and improving the effectiveness of the company’s customer support initiatives.
• Establish tools to measure progress towards goals and propose strategic changes, bringing accountability and awareness to the team and across departments.
• Onboard new team members, acquainting them with the day-to-day processes and performance expectations.
• Take charge of a variety of managerial responsibilities, ranging from yearly employee reviews to budgetary planning and approval.
• Create synergies within the team, identifying key strengths and communication styles in others to maximize productivity.

Qualifications
• You are a team player who has worked in a successful and innovative tech company. Leveraging your background in end-user support, you’ve helped to re-invent the way the business achieves excellence in customer service and solutions.
• You have post-secondary education with several years of management experience preferably in a technology based, subscription environment.
• You have a firm understanding of Workflow Software and confidence in your ability to troubleshoot, develop and design end-user training programs and course structures.
• You have experience strategically implementing these training and support processes to increase customer engagement through the latest technologies and methodologies.
• As a strong leader, you have been responsible for managing and motivating your team through on-going training, coaching and assessing performance results.
• You have strong business acumen with excellent interpersonal and communication skills as testimony to your accomplishments and references.

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