Care manager Jobs in Montreal, QC

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It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Our Customer’s Success is Our Success. Avid Customer Care has a direct and overall responsibility to deliver, within the defined Avid Customer Care framework, the proactive and reactive support services necessary to ensure the success of our customers.

This role will be primarily focused on mentoring and coaching individuals into high-performance Customer Care (CC) team members and driving improvements to increase capacity and effectiveness of the resultant team, exceeding CC operational targets, and ensuring the success of our customers.

Responsibilities And Duties

The Customer Care Manager is responsible for the success of our customers, CC employees, and achieving CC operational targets through the application of effective support delivery and problem avoidance activities, employee engagement, and close collaboration with sales, partners, customers, and internal Avid teams. In this role you will :

• Ensure that every customer we touch via a Customer Care transaction is successful.
• Identifies and self-escalates issues before customers need to further escalate.
• Collaborates closely with the CC leadership team to implement the global Avid Customer Care Framework.
• Communicate effectively at the executive level across Avid and the customer
• Conducts assessment of the team to identify systematic issues / trends impacting team performance and identifies solutions to address those needs and improve capacity.
• Manages the Partners providing Avid Product support in the West Coast region, ensuring value add is provided by these partners to Avid’s customers
• Feels comfortable handling complex technical problems at different organizational levels, defining actions when applicable.
• Able to assess a situation from technical and operational perspectives to evaluate impact for the customers.
• Provides Technical Account Management functions for key customers within region as needed.
• Works effectively in a matrixed environment – directly responsible as a member of the CC leadership team to ensure close cross team collaboration.
• Leads the team by example, talking with employees, coaching for improved performance, establishes a high-performance culture focused on those activities that will create incremental and improved support capacity
• Manages the team towards exceeding the Avid Customer Success Performance Metrics
• Ensures close collaboration between support teams within the region to ensure effective support for solutions which may contain multiple products.

Qualifications & Skills

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us !

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Software Development

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