We are looking for an accomplished leader to join our management team. Reporting to the CEO, you will play a critical role in our customers’ lifecycle experience with our SaaS solution by driving the strategic vision of the Customer Experience Team. Flexibility, creative problem solving and the ability to manage multi-disciplinary teams are essential. We are looking for an experienced manager who is recognized for his take-action leadership style.
Start date
Immediate
Location
Teleworking possible with occasional travel to our Montreal or Shawinigan office (head office)
Job Type
Full-time – possibility of flexible working hours
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Responsibilities
- Define and develop Cognibox's customer experience strategy and deliver the post-sales customer experience to achieve the highest level of customer engagement and satisfaction
- Build and manage a team of motivated and client-focused managers to oversee the health and overall care of our accounts
- Design, maintain and optimize Customer Experience Team processes to meet customer needs
- Identify cross-sell and up-sell opportunities, provide guidance to employees regarding result interpretations, and approve plan changes
- Submit monthly and quarterly reports on the performance of the Customer Experience Team, as requested by the CEO and/or the Board
- Serve as an escalation point for internal and customer issues when necessary
- Responsible for departmental strategic planning, interdepartmental alignment and annual budget processes
- Coordinate and collaborate with other departments as required, including sales, marketing, product development and customer support
- Create, manage and promote initiatives to gather and disseminate best practices for customer success
- Lead, coach and mentor direct reports within team.
Qualifications
- University degree in a field deemed relevant to the position
- At least 8 years of management experience in customer-related functions, including customer success, customer care or equivalent
- Experience in SaaS environments in Canada and the United States
- Strong people management experience, including the ability to build and develop a team and work with diverse skills
- Ability to develop reports, dashboards and key performance indicators that are concretely linked to the performance of the customer success department
- Good analytical skills, including the use of data from various systems to present a global view of the customer experience
- Intelligent, analytical, and possessing strong skills in strategic thinking, business analysis, problem solving, team leadership, collaboration, presentation, and communication
- Ambitious visionary who advocates excellence and transparency
- Bilingual (English, French).
TOP 5 REASONS WHY YOU WANT THIS JOB
- Your talent is considered a crucial element to the teams’ success;
- You will enjoy a competitive salary and benefits package;
- Flex schedules and vacation plans – work-life harmony is important to us;
- The company is growing and there is room for advancement;
- Your voice will be heard and appreciated.
About the Customer Experience team
- The Customer Experience team is client-centric and nurturing. We are collaborative with different Cognibox departments and with our clients. We enjoy building meaningful and trusting relationships with our clients and are happy to help in any way that we can. We are very passionate about providing an exceptional Cognibox journey and love to learn more from other departments. We are team players through and though.
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