About the role
As a member of ChannelAssist’s Customer Experience team, you will be working for a privately owned Canadian company providing end to end development and management of channel engagement programs. Since 1997 we have helped companies from mid-size to enterprise increase channel revenue by optimizing sales rep engagement and visibility. Our highly skilled teams bring cutting edge products and services to market for clients.
The successful Customer Care Implementation and Operations Manager will bring solid experience forward leading Customer Support/Care teams with a focus on operational excellence and the deep ability to onboard new customers and vendors leveraging an established plan that makes orientation streamlined and engaging.
Primary Responsibilities:
- Lead a Customer Care team in addressing customer questions, transactions, issues and providing general support in a timely and ‘customer first’ style
- Provide ongoing team support, performance feedback, coaching and guidance to all direct reports
- Act as a key contact to our clients both large and small, and being an escalation point for any issues that require attention
- Build strong alliances with ChannelAssist leadership team, and providing strategic input on the general direction/focus of the team
- Align with global ChannelAssist teams to ensure the customer support focus and approach is consistent across all programs, customers and countries we operate in
- Provide operational leadership – sharing insights, regular reporting, proactive planning and solutions to support the broader ChannelAssist organization
- Oversee ongoing support/call centre tools management
- Lead vendor and customer onboarding and implementation, ensuring a clear understanding of business requirements, effective solutioning, implementation and onboarding, and documentation and training needs
- Coordinate and work closely with PMO, Product Management and Program Managers to ensure all new business activities are supported appropriately
- Attend both internal and external (customer) meetings as needed, be ready to provide status updates, progress and timelines
Great candidate qualifications include:
- 5+ years leading a Customer Support/Care team (within a global organization would be a definite asset)
- Experience working in a fast-paced environment where the Employee Experience and Customer Experience are of paramount importance
- Must be fluent in both oral and written English
- French and/or Spanish language skills would be a definite asset
- Strong work ethic and attention to detail and quality is a must
- Ability to address customer support issues effectively
- Exceptional prioritization, organization and time management abilities
- Comfortable presenting status updates and facilitating team meetings
- Someone who prioritizes culture and balances working hard with creating a strong (and fun!) team connection
About ChannelAssist Inc
ChannelAssist provides end to end development and management of channel engagement/incentive programs. In todays interconnected global economy, the ability to engage and empower your channel sales team is essential. Creating seamless and meaningful connections between your reps and customers is mission critical for success.
For over 25 years, our experts have developed, managed, and delivered channel incentive programs through our digital ecosystem by optimizing data and user engagement at the core of our channel strategy. Our mission is to unlock your businesses highest revenue potential through the channel.
We create unique experiences with applications, training, and programs to connect reps with your products and services, supported by seamless claim submission and customer care support 24/7. We build digital journeys across a multitude of systems in the cloud and across mobile devices to ensure your community of channel reps is active, connected and engaged wherever they are, across the globe.
We don’t just empower reps and partners, but we provide your managers with a platform integrated seamlessly into your system with deep data intelligence and reporting that gives you unified visibility to pivot quickly and make strategic business decisions.
And at the core of it all, you’ll find us working in the background, planning, developing, designing, and shaping the way channel reps and business interact with our engagement platform. Building meaningful and seamless connections in a digital ecosystem is what we do best.
About the role
As a member of ChannelAssist’s Customer Experience team, you will be working for a privately owned Canadian company providing end to end development and management of channel engagement programs. Since 1997 we have helped companies from mid-size to enterprise increase channel revenue by optimizing sales rep engagement and visibility. Our highly skilled teams bring cutting edge products and services to market for clients.
The successful Customer Care Implementation and Operations Manager will bring solid experience forward leading Customer Support/Care teams with a focus on operational excellence and the deep ability to onboard new customers and vendors leveraging an established plan that makes orientation streamlined and engaging.
Primary Responsibilities:
- Lead a Customer Care team in addressing customer questions, transactions, issues and providing general support in a timely and ‘customer first’ style
- Provide ongoing team support, performance feedback, coaching and guidance to all direct reports
- Act as a key contact to our clients both large and small, and being an escalation point for any issues that require attention
- Build strong alliances with ChannelAssist leadership team, and providing strategic input on the general direction/focus of the team
- Align with global ChannelAssist teams to ensure the customer support focus and approach is consistent across all programs, customers and countries we operate in
- Provide operational leadership – sharing insights, regular reporting, proactive planning and solutions to support the broader ChannelAssist organization
- Oversee ongoing support/call centre tools management
- Lead vendor and customer onboarding and implementation, ensuring a clear understanding of business requirements, effective solutioning, implementation and onboarding, and documentation and training needs
- Coordinate and work closely with PMO, Product Management and Program Managers to ensure all new business activities are supported appropriately
- Attend both internal and external (customer) meetings as needed, be ready to provide status updates, progress and timelines
Great candidate qualifications include:
- 5+ years leading a Customer Support/Care team (within a global organization would be a definite asset)
- Experience working in a fast-paced environment where the Employee Experience and Customer Experience are of paramount importance
- Must be fluent in both oral and written English
- French and/or Spanish language skills would be a definite asset
- Strong work ethic and attention to detail and quality is a must
- Ability to address customer support issues effectively
- Exceptional prioritization, organization and time management abilities
- Comfortable presenting status updates and facilitating team meetings
- Someone who prioritizes culture and balances working hard with creating a strong (and fun!) team connection
About ChannelAssist Inc
ChannelAssist provides end to end development and management of channel engagement/incentive programs. In todays interconnected global economy, the ability to engage and empower your channel sales team is essential. Creating seamless and meaningful connections between your reps and customers is mission critical for success.
For over 25 years, our experts have developed, managed, and delivered channel incentive programs through our digital ecosystem by optimizing data and user engagement at the core of our channel strategy. Our mission is to unlock your businesses highest revenue potential through the channel.
We create unique experiences with applications, training, and programs to connect reps with your products and services, supported by seamless claim submission and customer care support 24/7. We build digital journeys across a multitude of systems in the cloud and across mobile devices to ensure your community of channel reps is active, connected and engaged wherever they are, across the globe.
We don’t just empower reps and partners, but we provide your managers with a platform integrated seamlessly into your system with deep data intelligence and reporting that gives you unified visibility to pivot quickly and make strategic business decisions.
And at the core of it all, you’ll find us working in the background, planning, developing, designing, and shaping the way channel reps and business interact with our engagement platform. Building meaningful and seamless connections in a digital ecosystem is what we do best.