Manager, Customer Care Eu

Vor 7 Tagen

Basel, Basel-Stadt, Schweiz 1WorldSync Vollzeit

Are you a highly successful customer care professional with a passion for excellence? Do you have experience leading and transforming a customer care team within a SaaS company? Good news 1WorldSync is looking for a
Customer Care Manager, EU to join our team managing from our Portugal, Germany or Swiss office.

1WorldSync is the industry leader in product content management.

With approximately 700 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we're seeking a
Customer Care Manager, EU to support our growing global team.

As a
Customer Care Manager, EU at 1WorldSync, responsibilities include the following:

  • Manage the Customer Care team in the EU region as the primary point of organizational contact for Platinum and Gold level support across 1WorldSync products and services
  • Schedule and host regular team and face to face meetings to provide mentorship, guidance and leadership to a growing team of customer care representatives
  • Model and implement standards of team performance and report key metrics such as customer activity tracking, time spent per account, KPIs and other performance metrics as required
  • Drive issue resolution and ensure team documents critical business processes to maintain business continuity
  • Ensure team is functionally literate in 1WorldSync products and services and train team members as needed-
  • Align team and individual goals to customer accounts, CX and 1WorldSync objectives
  • Facilitate a healthy business and report progress on established goals along with issues, and resolution to Director, Customer Care and Senior Management
  • Partner with peers to develop EU recipient network strategy based upon a combination of strategic partner, 1WorldSync and customer goals for all ecommerce and reseller programs
  • Ensure customers maximize the full use of 1WorldSync products and services, while identifying areas of growth and speaking to the health of customer business
  • Act as the voice of the customer
  • Identify upsell opportunities within existing accounts and monitor overall customer health including meeting the contractual SLAs
  • Collaborate closely with Account Executives on defining our customer's long-term business strategy and organize and manage Quarterly Business Reviews (QBRs) along with ongoing success metrics
  • Monitor resourcing to ensure customers are receiving an appropriate level of care according to the standard of their business and adjust efforts as required
  • Aggregate measurable insights and key success metrics quarterly to support internal business review
  • Build relationships and work closely with internal stakeholders to drive efficient processes and align all 1WorldSync services under a single point of contact for the Customer Care team
  • Participate in 'get well' plan improvements for at risk business and critical initiatives
  • Drive efficient processes and operational refinements to reduce manual efforts and automate where possible
  • Act as a point of escalation for critical business issues
  • Ensure team participation and contribution to the 1WorldSync Customer Community

Required Skills and Experience:

  • Bachelor's Degree required or equivalent job experience 10+ years of account management / program management or digital marketing experience which includes:
  • 5+ years experience managing a team or commensurate experience
  • 3+ years ecommerce, retail partner network, channel partner, syndication experience or technical support

Desired Skills and Experience:

  • Proven ability to lead, manage and coach a group and individuals to be a cohesive, successful, and motivated team
  • Skilled at mentoring others to improve skills and strengthen performance to align with 1WorldSync Customer Care standards
  • Excellent communication with the ability to communicate importance of customer objectives to drive a satisfactory outcome
  • Ability to manage competing goals and priorities
  • Ability to manage conflict and influence stakeholders with limited authority
  • Ability to interpret data to actionable results that positively impact performance
  • Experience with CRM systems and workflows (NetSuite)
  • Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in action

Additional Details:

  • This position requires up to 30% travel
  • 1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate._

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