Director, Customer Care
Trapeze Group Limited
Mississauga, ON
Director Customer Care

Job Description:
Director, Customer Care

As the Director of Customer Care, you will report to the Senior Vice President of Operations. You are an ambitious, driven, and customer centric individual who has exceptional leadership skills. You will be responsible for establishing and maintaining a highly customer centric support organization with a very strong execution discipline that promotes customer loyalty. You will have a team to support the various key activities managed by our Customer Care department: customer support (cloud and on premise), maintenance contract renewals, upgrades, optimization offerings, etc.

What you’re going to be doing:
Leadership

Develop vision and strategy for the Customer Care team
Build and establish a plan for supporting migrations to the Cloud
Build and maintain a strong execution discipline
Establish scorecards and key performance indicators for your team
Monitor, measure and share results of the scorecard measures and key performance indicators
Establish and maintain a continuous improvement process / program for the department
Provide coaching, guidance, and mentorship to your team
Customer Care

You will be responsible for ensuring you and your Customer Care team:

Provide proactive customer follow up
Communicate well and often during the incident management process
Monitor call center queues and sets priorities as required
Develop relationships with both external and internal customers
Monitor ongoing customer satisfaction through an annual customer and roll out action plan to address any problem themes that are raised
Build and maintain a knowledge library inclusive of training documentation, videos, etc.
General and Administration

Ensuring our customers are operating within their license agreement
Providing hosting facility planning and support
Ensuring contractual support obligations are met and a high level of customer satisfaction is maintained
Producing a monthly forecast of revenues and costs

About you:
You are passionate about your customers! Customer centricity is in your blood!
You have exceptional oral and written communication skills and are an active listener
You excel when presenting in front of a large group
You are a team builder and leader – people just can’t help but follow you!
You are well-known for your high drive, work ethic and metric orientation.
You thrive in a fast-paced environment – if you don’t have 10+ things you are managing, the day is too boring for you.
You are a problem solver – troubleshooting and analytical thinking is part of your being.
You are passionate about continuous improvement and being a part of solutions that will improve the state of our business.
You have Bachelor’s Degree with a Business Related Major (Finance, Accounting, Business Administration, etc.) or equivalent work experience.
You have 2 or more years of management experience
You have 5 or more years of Customer Service experience
You are willing to travel 25-50%.

What’s in it for you:
Highly dynamic, innovative, passionate, entrepreneurial team
Open and inclusive company culture
Competitive salary
Participation in the company success through the Employee Stock Option Plan
Participation in company employee benefits program
Flexible hours

Worker Type:
Regular