Job Summary: 

• Execute strong workforce planning and scheduling to ensure the right people are in the right roles at the right time
• Analyse results and proactively collaborate with wider business on solving customer pain points
• Inspire, motivate and coach customer service leaders and team members to ensure customers are delighted and experience a little bit of “wow”
• Lead, coach and develop team leaders to ensure that targets are met, and customer's expectations are exceeded
• Ensure the customer service team is adequately resourced throughout all operating hours
• Develop and implement the measures that help the team be the best salespeople out there
• Ensure insightful reporting is provided to key stakeholders at agreed times
• Partner with key operations leaders across the business to support change, efficiencies and problem-solving
• Supervisor duties and leading the well-being at work process for one's team
• Set individual goals/key results and prioritize work with some help from the manager.

Skills on Resume: 

• Workforce Planning (Hard Skills)
• Data Analysis (Hard Skills)
• Team Motivation (Soft Skills)
• Leadership Development (Soft Skills)
• Resource Management (Hard Skills)
• Sales Strategy (Hard Skills)
• Reporting (Hard Skills)
• Collaboration (Soft Skills)

Job Summary: 

• Handle the delivery portfolio as well as communicate and follow up on dependencies between projects
• Monitor, direct and support the delivery portfolio as well as ensure that delays in projects that may impact others in the portfolio are communicated
• Handle customer and Internal Engagement
• Develop and maintain customer relations to improve customer confidence and further develop the business
• Share knowledge and success factors with other areas and functions
• Handle portfolio finances and initiate actions when not meeting financial performance expectations
• Improving customer service processes and operating models to support current and future customer service operations, sales and business needs.
• Improving operations by monitoring efficiency and productivity, identifying and resolving problems, preparing and completing action plans
• Preparing performance reports and insights by collecting, analyzing, and summarizing data and trends
• Accomplishing human resource objectives by developing and harmonizing recruiting, onboarding, training and coaching practicalities
• Ensuring the maximum use of contact center technology, ie. WFM, contact handling system, chatbot

Skills on Resume: 

• Delivery Portfolio Management (Hard Skills)
• Project Dependency Management (Hard Skills)
• Customer and Internal Engagement (Soft Skills)
• Customer Relations Development (Soft Skills)
• Knowledge Sharing (Soft Skills)
• Portfolio Financial Management (Hard Skills)
• Process Improvement (Hard Skills)
• Operational Efficiency Monitoring (Hard Skills)

Job Summary: 

• Leads the design, hosts, coordination and promotion of Birdeye’s customer and go-to-market webinars webinars. 
• Plans, organizes, promotes and executes webinars to drive leads/generate upsell pipeline and increase adoption with current customers.
• Responsible for driving increases in webinar registrations, attendees and overall engagement.
• Arrange for webinar speakers, organize webinar content and communicate webinar results and opportunities to marketing and sales leadership.
• Creates handouts and other assets to support webinars.
• Creates content for Birdeye’s monthly prospect newsletter and other blog posts and website page updates 
• Analyze data to identify webinar participation trends to drive attendance based on customer needs and interests.
• Implement surveys and polls, and aggregate data to support ongoing innovation in response to customer feedback.
• Help create other customer virtual events to promote advocacy, adoption and upsells within the customer base.
• Develop documentation, processes, and procedures

Skills on Resume: 

• Webinar Design and Coordination (Hard Skills)
• Lead Generation via Webinars (Hard Skills)
• Audience Engagement (Soft Skills)
• Speaker and Content Organization (Soft Skills)
• Asset Creation (Hard Skills)
• Content Creation (Hard Skills)
• Data Analysis for Trends (Hard Skills)
• Survey Implementation and Feedback Gathering (Soft Skills)

Job Summary: 

• Managing, administering, and rolling out tools for the Customer Success and Experience teams. 
• Take ownership of the full Customer Success/Experience tool stack, including systems, applications, and platforms relevant for the teams to complete their strategic goals.
• Conduct data analysis to gather insights required to make informed business decisions
• Create reports to track team performance together with the leads of the Customer Success/Experience teams.
• Defining, documenting, and implementing key processes across the Supermetrics customer lifecycle.
• Leading projects on changes in the platforms and systems used to define workflow and thereby help optimize processes to successfully drive up-selling and cross-selling.
• Be the lead in identifying and implementing a new Customer Success/Experience platform.
• Working on the development of a Customer Health Score.
• Assess the effectiveness of current processes and suggest improvements and identify business risks, inefficiencies, issues, and opportunities.
• Establish best practices, drive standardization, and create process and learning documentation.

Skills on Resume: 

• Tool Management (Hard Skills)
• Customer Success Tool Ownership (Hard Skills)
• Data Analysis (Hard Skills)
• Performance Reporting (Hard Skills)
• Process Documentation (Hard Skills)
• Platform Optimization (Hard Skills)
• Customer Health Score Development (Hard Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Provide leadership and guidelines to drive Customer Master Data quality within the global organization.
• Proactively work with the in-country Sales and Marketing teams to identify duplicated and/or inaccurate data within the Salesforce database.
• Manage incoming ticket requests relating to duplicate records.
• Use tools developed within Salesforce to merge duplicate records (Accounts, Contacts and Leads)
• If required, investigate and if possible, remove SAP-related merge blocks
• Utilize 3rd party tools (Orbis and LinkedIn Sales Navigator) to maintain data accuracy, integrity, and cleanliness.
• Review and verify new incoming data from all sources, and ensure appropriate levels of accuracy and completeness.
• Maintain accurate ownership structure for existing Salesforce records
• Create new reporting and dashboard capabilities to illustrate customer master data challenges and results.
• Assist in the development and delivery of KPI metrics around customer data processes used to drive efficiency, revenue growth and increased accuracy of reporting.
• Participate in regional meetings and forums to provide updates on statuses and to receive feedback from stakeholders.
• Collaboration with Sales Operations personnel of the wider Hexagon Group to share best practices and experiences.

Skills on Resume: 

• Customer Data Leadership (Soft Skills)
• Data Quality Management (Hard Skills)
• Ticket Request Management (Hard Skills)
• Duplicate Record Merging (Hard Skills)
• SAP Merge Issue Resolution (Hard Skills)
• 3rd Party Tool Utilization (Hard Skills)
• Data Verification and Accuracy Review (Hard Skills)
• Salesforce Ownership Structure Management (Hard Skills)

Job Summary: 

• Support the regional Sales team, Channel Marketing Manager and Offering Management team to develop and drive dynamic, multi-channel campaigns and digital marketing activities into the marketplace to promote the brand and portfolio within different channels and focused verticals
• Create digital marketing and (Lead to Revenue) L2R plans for campaigns, product launches and virtual and in-person events. 
• Integrate campaigns with digital properties and the L2R model
• Drive lead generation activities by identifying opportunities and coordinating resources to increase positive PR and social media and obtain a leading share of voice
• Lead the transformation to digital mind-first activities with the objectives of improving service and quality, reducing costs; and migrating toward more contemporary practices for an enhanced customer experience
• Ensure regional websites and digital tools meet the needs of local brands and customers
• Work with the in-house centers of excellence (creative, digital, etc) and external design agencies 
• Develop engaging content and manage and execute innovative campaigns to increase awareness and promotion to grow the brand and portfolio
• Responsible for all internal and external communications via the Marketo and NEX platforms
• Manage regional budget and campaign budgets
• Measure and track the previous month's results (KPIs) and adjust campaigns accordingly

Skills on Resume: 

• Campaign Development (Hard Skills)
• Digital Marketing (Hard Skills)
• Lead Generation (Hard Skills)
• Digital Transformation (Soft Skills)
• Website Management (Hard Skills)
• Content Creation (Hard Skills)
• Communication Management (Soft Skills)
• Budget Management (Hard Skills)

Job Summary: 

• Partner with Sales and the Customer to establish and foster key relationships within the customer's Supply Chain organization to leverage influence on inventory decisions & Supply Chain optimization.
• Provide supply chain leadership and support as a member of the multi-functional business team.
• Act as escalation point order and shipment issues with customers including AR credit and payment issues.
• Work closely with the PSO team members to deliver operational excellence.
• Monitor supply chain performance for customers, conduct regular internal and external review meetings, and develop action plans
• Responsible for Cost-To-Serve, Perfect Order, and Event Planning metrics. 
• Resolve repetitive/structural supply chain issues with customers
• Support product introductions, product transitions, network changes and or Customer Operations initiatives/processes with the customers and Sales.
• Manage processes - New customer setup, New Line form, free-of-charge orders, etc.
• Drive growth by developing and driving strategy with Sales and the customer.
• Works closely with the Finance team to ensure pricing/invoicing queries and credit claims are resolved as quickly and efficiently as possible.
• Management and implement order processing efficiencies with customers.

Skills on Resume: 

• Customer Relationship Management (Soft Skills)
• Supply Chain Leadership (Hard Skills)
• Issue Escalation Management (Soft Skills)
• Operational Excellence (Hard Skills)
• Supply Chain Performance Monitoring (Hard Skills)
• Cost-to-Serve and Event Planning Metrics (Hard Skills)
• Product and Process Support (Hard Skills)
• Order Processing Efficiency (Hard Skills)

Job Summary: 

• Establish, lead and communicate strategy to guide the day-to-day activities of supervisors, process support personnel, and their respective teams
• Achieve all financial, operational, customer-experience targets and results, and compliance objectives.
• Proactively pursue means and methods for achieving consumer retention to meet client expectations.
• Innovative in driving new products and processes to satisfy business and customer needs.
• Mentor employees (both peers and subordinates) to improve results, exhibit leadership behaviors, expand the knowledge base, and facilitate development.
• Understand, determine and own all metrics, objectives, budgets, and related drivers, and strive to exceed related targets.
• Proactively identify a means to mitigate risk and ensure compliance within the customer care group.
• Develop team's understanding and effectiveness in internal controls and compliance.
• Recommend and implement changes to policies and procedures, as appropriate to exceed targets.
• Conduct regular continuous improvement and process effectiveness/efficiency reviews.
• Support business growth projects, working with Project teams
• Work with the sales teams to ensure support of and understanding of the customer and PSO requirements.

Skills on Resume: 

• Strategy Leadership (Soft Skills)
• Target Achievement (Hard Skills)
• Customer Retention (Soft Skills)
• Innovation and Process Improvement (Hard Skills)
• Employee Mentorship (Soft Skills)
• Metrics and Budget Management (Hard Skills)
• Risk Mitigation and Compliance (Hard Skills)
• Continuous Improvement (Hard Skills)

Job Summary: 

• Management of disruptive situations (strikes, airport closures, massive cancellation of flights, etc).
• Management of hotels, vouchers, transportation, etc.
• Lead the relationship with the business areas involved, maintaining and coordinating the necessary actions.
• Ensure the consistency and homogeneity of the team.
• Control and management of periodic actions ensuring the deadlines set.
• Apply operational improvements and activity analysis to make business decisions.
• Consult and train customers in the automation of short-term trading processes by integrating products and services into their trading infrastructure
• Set up and manage projects involving internal and external stakeholders
• Establish a trusted and collaborative relationship with customers by understanding their goals
• Be a part of shared team tasks - pre-evaluating product development ideas or conducting webinars
• Ensure delivery of critical Customer Success projects
• Suggest improvements to processes to help scale the team

Skills on Resume: 

• Crisis Management (Hard Skills)
• Resource Management (Hard Skills)
• Stakeholder Coordination (Soft Skills)
• Team Consistency (Soft Skills)
• Operational Improvement (Hard Skills)
• Customer Consulting and Training (Soft Skills)
• Project Management (Hard Skills)
• Customer Relationship Building (Soft Skills)

Job Summary: 

• Participate in long and short-term strategies and plans to increase overall team performance.
• Own integration, adoption, optimization, and maintenance for Gainsight based on Account Service Team needs.
• Own integration, adoption, optimization, and maintenance for Zendesk based on Customer Success Team needs.
• Work with the Business Intelligence team to analyze and identify trends for the entire customer base
• Responsible for identifying opportunities and risk areas based on customer data and making recommendations.
• Work with each team lead to collect requirements and feedback on tools used
• Make recommendations on internal process optimization based on system adoption and ROI.
• Collaborate with the Marketing team to support outreach strategy for customers that leads to better adoption of products and features.
• Support Customer Engagement Program to increase customer usage, improve renewal rates, discover new upsell opportunities, and reduce customer cancellations.
• Manage team training and onboarding content with Account Services team leads’ guidance and support.
• Facilitate team meetings to drive consistency and efficiency.
• Defines and implements the configuration and architecture of the Customer Success tool environment
• Deploys and maintains Customer Success tools including configurations, external integrations

Skills on Resume: 

• Strategic Planning (Soft Skills)
• Gainsight Integration and Optimization (Hard Skills)
• Zendesk Integration and Optimization (Hard Skills)
• Data Trend Analysis (Hard Skills)
• Process Optimization (Hard Skills)
• Collaboration with Marketing (Soft Skills)
• Customer Engagement Program Management (Soft Skills)
• Tool Configuration and Deployment (Hard Skills)

Job Summary: 

• Develop and maintain revenue-related KPIs and analytics (Customer Success specific) - Retention/Churn metrics, Expansion trends, Employee performance trends
• Proactively provide analysis, forecasts and reporting to enable Revenue and Operations leadership to manage effectively
• Lead correct adoption of Salesforce so that dashboards and reports are accurate, fully understood and utilized
• Improve efficiency for the Customer Success organization by establishing processes, policies, change management protocol, business requirements, and data governance to ensure effective and scalable Customer Success processes
• Create compelling and easy-to-understand internally facing assets including training documents, Playbooks, FAQs, and cheat sheets to facilitate revenue growth and customer satisfaction
• Identifies and configures the sources, frequency, and granularity of reporting
• Troubleshoots for end users to ensure a seamless customer experience
• Develops a keen sense of the organization's source of churn and expansion
• Manages user accounts, groups, and security settings in Salesforce and Customer Success tools
• Provides day-to-day monitoring of tool performance and data integrity
• Partners with appropriate cross-functional teams to develop, deploy and refine processes for the optimal processes for customer experience
• Ensure pricing and legal guidelines are followed and internal processes running smoothly to support achieving Customer Success objectives

Skills on Resume: 

• Revenue KPI Development (Hard Skills)
• Data Analysis and Forecasting (Hard Skills)
• Salesforce Adoption and Reporting (Hard Skills)
• Process and Change Management (Hard Skills)
• Internal Training and Documentation (Soft Skills)
• Reporting Configuration (Hard Skills)
• User Support and Troubleshooting (Soft Skills)
• Customer Churn and Expansion Analysis (Hard Skills)

Job Summary: 

• Monitors procedures, processes, and KPIs to maximize the collaborative, effective and efficient operation of the shared service functions supporting the Medco business including Customer Experience, Distribution, Finance, Marketing (Category & Communications) & Procurement (Vendor Relations)
• Assists in troubleshooting orders that require special handling
• Respond to customer inquiries and solve problems
• Maintains in-depth working knowledge of Performance Health systems and processes
• Work across departments to create value, align solutions, manage projects, facilitate implementation of offerings and resolve issues
• Maintains an environment of accountability and sets performance standards to meet best-in-class service and operational goals of the company
• Provides feedback to the company regarding service failures or customer concerns
• Applies knowledge of industry, competition and customer’s business to develop optimal solutions
• Implements strategic planning tactics and support in training of change management techniques
• Provides feedback to appropriate Medco stakeholders to ensure all customers have accurate and timely information on order status and/or changes
• Identify, design, and deliver projects, processes and tools that drive revenue and enable Customer Success to achieve objectives
• Assist in customizations for the Technical Support team to ensure business processes meet the demands of the customer

Skills on Resume: 

• Procedure and KPI Monitoring (Hard Skills)
• Order Troubleshooting (Soft Skills)
• Customer Inquiry Resolution (Soft Skills)
• System and Process Knowledge (Hard Skills)
• Cross-Department Collaboration (Soft Skills)
• Performance Accountability (Soft Skills)
• Customer Feedback Management (Soft Skills)
• Strategic Planning and Change Management (Hard Skills)