CUSTOMER CARE MANAGER / I.T.

CUSTOMER CARE MANAGER / I.T. - Vancouver


POSITION SUMMARY:
Ensuring ongoing satisfaction and identifying future business
opportunities are the primary priorities for the Customer Care Function.
Customer Care Representatives are responsible for providing day-to-day
service and problem management for our clients through building and
maintaining external and internal relationships. This function is a
main point of contact for the customer and must be able to effectively
coordinate communications internally while problem solving for the
customer. Strong customer relationship management (CRM) skills are
required in addition to an understanding of technical and operational
issues. Client service experience in an Information Technology
environment is required.

RESPONSIBILITIES:
• Use CRM models and processes to monitor customer activity, identify
revenue opportunities, and manage issues proactively and reactively
• Establish and maintain regular and appropriate customer contact to
ensure SLA’s are met
o Ensure Day-to-Day service is in line with SLA’s
o Monitor customer activity to make recommendations and identify
potential issues and/or opportunities – work with Sales or appropriate
internal resources to pursue
o React to customer problems/issues/inquiries and coordinate internal
infrastructure to ensure timely and appropriate resolutions with
appropriate escalation as necessary
o Maintain related CRM database with client history and interactions
• Visit customers and manage multi-level interaction with IT
Representatives at customer sites
• Liaise with Sales, Operations, Finance to ensure ongoing customer
satisfaction
• Communicate and visit customers as per required schedule/frequency and
manage multi-level interaction with appropriate client IT Representatives
• Assist in creation of proposals and solutions
• Administration of change requests
• Produce and deliver Service Level reports
• Manage billing inquires and issues on behalf of customers, liaise with
Finance as required
• Provide pre-sales support
• Occasional travel is required (mostly within the Region)

SKILLS:
• Excellent customer service and communication skills - must be able to
articulate in both technical and non-technical terms as appropriate for
the audience
• Strong understanding of technical and operational issues
• Innovative problem solving skills
• Some project management and/or problem management experience beneficial
• Able to multi-task, prioritize and have a proven track record in a
results-oriented environment

QUALIFICATIONS:
• Minimum 7-10 years experience in a similar role in an IT environment
• University or college education in a related discipline
• Awareness of ITIL processes an asset


Send resumes in confidence to:

Paul Kennedy
Recruitment Manager
Manpower International
pkmpi.DeleteThis@sympatico.ca