Customer Success Manager

To support its growth, our client is hiring a Customer Success Manager in Ottawa, ON.  This position will report directly to the Director of Operations.

 

Responsibilities:

 

  • The main point of contact for customer support; either directly from the Customer or via the company’s service & application engineers.
  • Receives customer support request (via phone, email, help desk or internally). Triages customer support requests to determine likely root cause and how to best resolve.
  • Liaisons with and coordinates internal company resources to best address customer support needs.
  • Communicate customer / operation team priorities internally through weekly prioritization meetings.
  • Initiates and tracks service tickets to address customer support needs.
  • Ensures all customer support needs are addressed and communicates resolution to the customer.
  • Develops and documents procedures to address customer support needs.
    Develops and manages the system to measure and track customer health/satisfaction.

 

Requirements:

 

  • Degree in engineering or equivalent experience.
  • Ability to develop a thorough working knowledge of the company platform and have proficient problem solving / analytical skills in order to triage root cause of issues.
  • Experience in a lean manufacturing environment an asset.
  • Experience implementing and administering systems to assess / monitor customer health and track open customer issues.
  • Strong interpersonal and communication (written and verbal) skills in order to liaison with and coordinate customers, partner and internal company resources.
  • Strong organization, project management and prioritization skills.
  • Strong computer skills.

 

About Us:

 

JP Recruitment specialize in technical careers in the engineering & manufacturing sector across Canada.  For a listing of more careers, visit www.jprecruitment.ca/jobs or email us at info@jprecruitment.ca.