Apply on Employer Site

Connection · 2 months ago

Mgr Customer Experience

Wilmington, OH

Full-time

Onsite

Mid, Senior Level

$74K/yr - $94K/yr

Connection is a company that guides the connection between people and technology. The Manager of Customer Experience is responsible for overseeing the day-to-day operations of the customer experience team, executing strategies to enhance customer engagement and retention, while leading a team focused on a 'People First' culture.

ComputerEnterprise SoftwareGovernmentInformation ServicesInformation TechnologyService IndustrySoftware

Responsibilities

Develops and executes a customer experience that meets or exceeds all customer service and performance KPIs, including efficiency, quality and CSAT

Contributes to strategies that improve customer experience, account management and drives TIDC and Managed Services toward world class performance

Manages relationship with Account Managers and Sales Leadership to drive customer service, customer engagement and customer retention programs

Proactively identifies risks to customer satisfaction and takes immediate action to rectify

Leads a team of customer experience professionals and champions a "People First" culture of employee coaching, engagement and empowerment while focused on reduced attrition and absenteeism

Builds resource plans, talent pipeline, and succession plans to ensure proactive staffing and hiring based on contact volume, project complexity, and service level goals

Ensures performance management programs are executed and that goals are being met consistently

Represents the needs of the customer and the CX organization on key initiatives and coordinates successful project implementation

Identifies specific areas of opportunity across the business for enhancing our customer experience

Obtains and understands customer analytics, identifying customer experience best practices across the organization and determines how to best leverage into the overall business

Learns from best-in-class customer strategies where appropriate and leads continuous improvement

Leads end-to-end delivery of multiple key projects and large product rollouts

Develops project budgets, plans and strategies that support the Customer Experience goals

Works cross-functionally to champions change management and drives toward customer focused organization

Identifies opportunities to create a competitive advantage for Technology Integration and Distribution Center (TIDC) and Managed Services by differentiating in the marketplace with a customer-centric strategy

Listens to current customer issues. Puts key solutions in front of customers to stay ahead of their business, anticipate new needs and remain continuously relevant

Develops and leads customer briefings

Leverages data collected from customer interactions to yield insights into customer behavior and inform efforts to offer personalized, thoughtful and fruitful experiences at each touchpoint

Identifies opportunities for application of artificial intelligence, analytics, and system enhancements of technology-enabled tools to expedite resolutions and create efficiencies

Qualification

Customer service experienceCall center operationsProject management skillsOrder management technologyCase management technologyAnalytical skillsITIL CertificationERP integration experienceInterpersonal skillsChange managementCustomer journey understandingTalent developmentPrioritization skillsCommunication skillsProblem-solving skillsTeam leadership

Required

Bachelor's Degree or the equivalent combination of education and work experience

Proven experience and skills in customer service and remote management of a team

Demonstrated comprehensive working knowledge of contact / call center operations, performance metrics and technology

Working knowledge of order management and case management technology

Strong interpersonal and relationship skills

Analytical and problem-solving skills

Strong project management skills; working knowledge of group infrastructure

Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust

Strong communication and presentation skills, both verbal and written

Ability to influence change across internal teams, stakeholders, partners and leadership

Capable of developing high-performing teams and building a strong talent bench

Ability to effectively prioritize work and manage competing priorities

Understands the customer journey end-to-end, including each customer, their environment (digital and physical), processes, tools and employee mind-sets s/he experiences

Preferred

ITIL Certification, preferred

IT Experience: Ability to integrate business and operations systems to an ERP solution, understanding of IT systems and tools, confidence learning and adopting new technology and applications