Boyer & Associates · 7 hours ago

Director of Client Care

Minneapolis, MN

Full-time

Remote

Director/Executive

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Responsibilities

Drive the growth of Client Care offerings for Business Central, Power Platform and Microsoft 365 by collaborating closely with Sales, Marketing and Leadership

Lead a team of Support and Client Care consultants.

Set clear and accurate expectations with customers regarding the services they are considering or have purchased.

Perform light data entry for project and customer entitlement setups, ensuring that CRM customer and contact information is always up to date.

Approval of weekly timecards to ensure accurate project billing.

Train sales and consultants on Client Care offerings and processes.

Review and draft contracts to ensure successful engagements for both Boyer and the customer.

Lead escalation calls or invoice disputes with customers and consultants to resolve issues.

Serve as an executive sponsor for multiple customers simultaneously.

Foster career development and growth opportunities for the Client Care team.

Standardize and document processes across team functions to ensure consistent customer interactions.

Develop and implement service level agreements and key performance indicators.

Enhance the Case Management system and necessary tools for consistent and successful support.

Develop a Client Care model supported by offshore resources.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Microsoft Dynamics 365Client Care ManagementClient Relationship ManagementManaged Services ExperienceCross-functional CollaborationOffshore Support ManagementService Level AgreementsKey Performance IndicatorsCase Management System

Required

Experience leading and managing a support and managed services team providing professional services in the technology industry.

Experience acting liaising between clients and internal team, taking ownership of escalated issues and driving resolutions in a timely and efficient manner.

Experience with cross-functional teams to drive innovation in service offerings.

Ability to establish and maintain strong client relationships.

Previous experience in leading a transformation of systems within a group to provide internal and external stakeholders with necessary information.

Experience working with offshore and onshore support resources.