Director Of Customer Care and Account Manager
ANDY Transport
- Saint-Laurent, QC
- Permanent
- Full-time
- Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
- Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.
- Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business. They also decide how the CS team will track these metrics and who has the overview for each account.
- Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
- Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
- Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.
- Developed and implemented a comprehensive business development strategy to drive growth and increased market share.
- Identified and pursued new business opportunities, including the establishment of strategic partnerships and joint ventures.
- Built and maintained relationships with key stakeholders, including customers, suppliers, and industry partners.
- Conducted market research to stay informed about industry trends, customer needs, and competition.
- Monitored performance and KPIs to ensure targets are met and business objectives are achieved.
- Previous experience managing a team of customer service professionals.
- Solid experience in customer service and sales.
- Experience in negotiating and meeting client's requirements.
- Ability to build relationships and communicate with key stakeholders.
- Hands on experience with CRM software.
- Excellent analytical and organizational skills.
- Strong communication skills.
- Ability to lead and motivate team members.
- Team player with superior collaboration abilities.
- Thrives in a fast-paced environment.
- Displays accountability and meets deadlines.
- Competitive salary and flexible work arrangements.
- Benefits package, including virtual healthcare.
- Access to tools and resources for physical and mental health, embracing change, and connecting with colleagues.
- Inspiring leaders and colleagues who support your growth.
- Engage in inclusive employee-led networks for education, inspiration, amplifying voices, building relationships, and development opportunities.