Calgary, Alberta, Canada · Hybrid
OPIsystems Inc. KRA Role Description Title: Customer Experience Manager Position Purpose: The Customer Experience Manager will lead and manage a high performing team focused on providing first class service and support w…
Skills: Customer Experience Management, Team Leadership, CRM Software, Technical Support, KPI Analysis
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Lead a high-performing Customer Care team to drive customer satisfaction, retention, and brand loyalty. Act as a bridge between customers and the product team to improve the 'whole product' offering through feedback and data analysis.
Requires a post-secondary degree and over 5 years of management experience in a customer-facing role. Candidates must possess technical aptitude for hardware/software, proficiency in CRM tools like Hubspot and Netsuite, and the physical ability to lift 50 lbs and climb to 50 feet.
OPIsystems Inc. KRA Role Description
Title:
Customer Experience Manager
Position Purpose: The Customer Experience Manager will lead and manage a high performing team focused on providing first class service and support while driving customer satisfaction and retention. Remain focused on balancing a high level of customer satisfaction, providing strong leadership for Customer Care Team members, and driving the development and improvement of customer care tools and processes. Initiate new and innovative ways to improve the support services offered that create efficiencies and effectiveness to meet business goals along with helping our customers to achieve their desired goals. The Customer Experience Manager will play a vital role in helping the business provide a “whole product” offering and work closely with other departmental heads.
Key Result Area #1:
Drive an increased level of customer satisfaction and brand loyalty.
Tasks & Activities:
Identify and implement strategies to improve quality of service and productivity.
Work closely with Channel Partners on escalated support issues to resolve in a relevant and timely manner.
Monitor support tickets and call volumes to adjust staffing requirements as needed.
Review Net Promotor Score on service tickets, track and follow up with detractors when necessary.
Promote a proactive, solution-oriented approach to customer care across all customer touchpoints including phone, email, chat, and field support.
Support the development of customer self-service resources, knowledge base articles, and support documentation to improve customer experience and reduce resolution times.
Identify trends in customer support interactions and implement process improvements to enhance service delivery and customer satisfaction
Support field service requirements and customer site visits when necessary to strengthen customer relationships and resolve critical issues.
Key Result Area #2:
Provide Leadership to Customer Care Team.
Tasks & Activities:
Provide coaching to team members for feedback, ongoing improvement, and career development.
Foster a culture of persistence, passion, partnership, accountability and continuous improvement throughout the Customer Care team.
Ensure team members are trained and equipped to provide exceptional technical support and troubleshooting assistance.
Lead the development and delivery of customer support training programs for team members, channel partners, and end users.
Conduct quarterly reviews for all direct reports and provide development feedback
Make decisions regarding compensation adjustments for team members and take lead in determining department staffing needs and making any changes deemed necessary
Promote and drive proactive, customer centric and resolution focused culture within the Customer Care department.
Key Result Area #3:
Be a vital cog in the business goal of providing a “whole product” solution.
Tasks & Activities:
Internal conduit to provide product support feedback to the Product Team for heightened awareness and improvements.
Oversee content management and admin functions within the LMS training platform.
Work closely with the Return Merchandise Authorization (RMA) process to bring problematic or systemic issues to the attention of the Product Team.
Be the support voice in the room when it comes to prioritizing product bug fixes and feature enhancements.
Key Result Area #4:
Determine which Key Performance Indicators are critical to the Customer Success department.
Tasks & Activities:
NPS, Call Acceptance Rate, CES Score, Support Tickets Resolved and Time to Respond, Return Authorized Merchandise #’s report daily/weekly/monthly.
Analyze customer support data, customer feedback, and operational metrics to identify trends and opportunities for improvement.
Monitor escalation rates, first-contact resolution rates, customer retention indicators, customer health metrics, and knowledge base utilization.
Requirements & Qualifications
Education Requirements:
Qualifications:
Protect, connect and optimize the quality of stored grain with advanced grain management solutions.
For over 40 years, OPI has provided leading-edge grain management solutions to the worldwide marketplace. OPI has empowered over 25,000 farm and commercial customers in over 75 countries to effectively manage their grain in storage and prevent losses.
Offices: 1216 36th Avenue NE, Calgary, AB T2E 6M8, CA · 7300 W. 110th Street STE 700, Overland Park, KS 66210, US
Protect, connect and optimize the quality of stored grain with advanced grain management solutions.
For over 40 years, OPI has provided leading-edge grain management solutions to the worldwide marketplace. OPI has empowered over 25,000 farm and commercial customers in over 75 countries to effectively manage their grain in storage and prevent losses.
Offices: 1216 36th Avenue NE, Calgary, AB T2E 6M8, CA · 7300 W. 110th Street STE 700, Overland Park, KS 66210, US
