Client Success Manager - Call Center

Making Mobility Seamless.

Vix is a global leader in automatic fare collection, transit information and transit analytics solutions. Trusted by over 200 city and regional transport authorities around the world, we have been driving change in fare collection for over 35 years.

Our core values are a statement of intent about the type of business we strive to be and describe the way we work and how we interact with each other, our customers and our partners.

#Think like a customer

#Focus on what matters

#Do great things together

#Be smart, stay curious

Vix is building a new customer service center in Tempe, Arizona to service multiple transit customers across North America. This is an exciting opportunity for someone that has experience establishing a customer service center from the ground up and achieving success through KPI/SLA achievement leading to aggressive growth ambitions. You will be the key role sitting between the customer and the 3rd party entity providing the customer service end user support.

This newly created role involves ownership for all customer solutions and production systems of our Client Success activities for a customer service center supporting several transit agencies across North America. Your focus will be keeping clients satisfied with our services through managing projects, fixing reliability issues, tracking service metrics (SLAs), managing budgets and helping lead professionals responsible for getting services delivered to clients. This role will have direct oversight over our 3rd party contractor who will operate the Customer Service Center on Vix’s behalf.

This will also include coordination of L1 support (Service Desk) and L2 support (Systems and Applications teams), managing 24/7 availability of regional customer operations, including all hardware and software support including incident, problem, and change management. This role is an escalation point for all operational issues and works closely with Regional Management, Service Operations Teams, and our 3rd party contractor to solve problems and ensure high end-user satisfaction.

This role has a wide range of responsibilities and requires someone who can take on and effectively manage multiple work streams, as well as being able to cope with high pressure situations such as customer escalations. Management of this role will be remote, requiring someone that can work independently and determine the right moment to escalate internally.

You will run Vix’s Customer Service Center with a high customer satisfaction rating, meeting all KPIs and SLAs established by customers.

Responsibilities of the Client Success Manager will include:

• Service Management including, establishing, refining, and streamlining customer Client Success processes and procedures to ensure high level of customer satisfaction that meet defined KPIs and SLAs.
• Ensure high performing service support functions including Service Desk, Systems Operations, Security Operations, Application Operations, and 3rd Party Call Center Operator
• Technical responsibilities such as ensuring patching and anti-virus updates are carried out effectively and working with SysOps, AppOps, and SecOps teams to evolve standards for hardware, software and security
• Performance & Quality responsibilities such as providing recommendations for Service Improvement Plans, working with internal and third-party teams to ensure actions are completed, review cost efficiencies and provide regular reporting
• Project management of a growing and adapting Customer Service Centre, being accountable for budgets, working with Sales Team on growth opportunities and working with customer agencies to determine scope, schedule, priority and cost of change requests

What does our ideal candidate look like?

• Bachelor’s Degree in Computer Information Systems, Computer Science, Business Administration, Communications, or similar
• Demonstrated experience in leading a team and ability to build and lead Customer Service Center from the ground up, working with new sales teams to grow customer service centers by winning new customers and overseeing 3rd party contractors to ensure achievement of contractual obligations
• Strong communication and client management skills to act as a customer advocate, manage relationships, protect Vix’s commercial interests and negotiate numerous competing priorities
• Working knowledge of ITIL concepts, IVR, CRM, and IP based phone solutions and ability to conduct risk analysis
• Experience being accountable for a mid-sized multi-customer contact center with SLAs values exceeding $25,000 per month.

What’s in it for