Senior Manager, Customer Care

Overview

The Senior Customer Service Manager plays a crucial role in ensuring that customers derive the maximum value from Q-SYS. By delivering exceptional support to both partners and customers, the Senior Customer Service Manager leads the Partner Care Team and collaborates with the Sales Team to meet revenue targets and secure customer loyalty.

 

The Senior Customer Service Manager is a trusted partner and advocate for the AMER Sales Team, as well as our partners and customers. This role ensures that all stakeholders have a positive experience and achieve their desired outcomes with the company's products and services. By fostering strong relationships, they will guarantees satisfaction and retention, driving business growth, and reducing churn.

The ideal candidate has extensive experience in leading a top-tier customer care team. Recognized as a strong customer advocate and a trusted resource for the Sales Team, partners, and end-customers, this individual possesses in-depth knowledge of processes and systems and excels at solving problems for both customers and the company.

 

Base Pay Range 115k-160k

We will be accepting applications until a final candidate is identified.

 

The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans and generous time off.  

Responsibilities

Revenue Attainment

• Effective management of AMER backlog to meet monthly and regional goals. Work extensively with Partner Care Team and Sales team to eliminate order issues and other challenges that prevents fulfillment of back orders.
• Create monthly order risk list, lead in shipment check-in meetings, provide daily and weekly reports and manage pull-in opportunities.
• Work collaboratively and closely with Credit and Global Logistics team weekly to ensure revenue targets are met.
• Work with other regions to obtain “estimated shipment revenue”and provide regular updates to Executive team.
• Provide product lead time information to partners and sales team, including updating The Board.
• Manage regional allocation to orders.
• Streamline and automate processes where possible.

Operational Excellence

• Performance Analytics: Development of KPIs and metrics to measure team performance, including case handling, call handling, quote management, backlog management, order accuracy and customer feedback to identify trends to drive improvements.
• Ensure accuracy of order entry and order fulfillment by maintaining clean Customer Master data through best practices to meet customer expectations.
• Collaborate with CX Team to develop and track customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, to measure and improve the overall customer experience.
• Process Optimization: Continuously improving and optimizing processes to enhance efficiency and reduce bottlenecks. This includes streamlining workflows, automating repetitive tasks, and implementing best practices.
• Cross-Functional Collaboration: Working closely with other departments such as sales, marketing, and product development to ensure alignment and collaboration. This helps in providing a seamless customer experience and addressing any issues promptly.
• Employee Training: Ensuring that Partner Care Specialists are properly onboarded and trained on the products, services, platforms, processes, communications and other softskills. This helps to ensure a consistent service level and increasing customer satisfaction.
• Customer Support Readiness: Enable Partner Care Team can properly support new programs and sales strategies by ensuring the team are trained, and the systems and tools are ready to support the new programs.
• Digital Transformation: Embrace new digital technologies to minimize manual work and maximize operational efficiencies.

Leading the Function and the Team

• Coach and mentor team and develop key talents.
• Responsible for recruiting and hiring of Customer Service/Partner Care team.
• Handle escalations from Partner Care Team on complex issues.
• Ensure Partner Care Team are meeting service level expectations and customer loyalty program, as defined. Provide training as needed.
• Encourage and enforce the use of digital technologies and platforms to scale the operation.
• Plan budget and department resources.
• Develop business and operation policies to support company objectives and go-to-market strategies.
• Ensure team complianc