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ViClarity is an award-winning Audit, Risk & Compliance software tool that offers clients in both Financial Services and Healthcare Sectors a simple, cost-saving solution to their risk and compliance needs. A global organization with offices in Tralee, Co. Kerry and Des Moines, Iowa, we are dedicated to providing innovative solutions in the software industry. Our mission is to enhance customer satisfaction and drive product adoption through seamless technical support and customer success engagement. We value diversity and inclusivity in our workplace culture.
About the Role
We are looking for a dynamic and experienced individual to join our team as the Customer Operations Manager at our European headquarters in Tralee, Co. Kerry. The role involves developing and executing a customer operations strategy to ensure customer satisfaction, retention, and product adoption. Managing day-to-day customer support operations and establishing clear performance expectations for the team are key responsibilities.
Responsibilities
* Develop and execute a customer operations strategy that ensures seamless technical support, proactive customer success engagement, and effective training programs to drive customer satisfaction, retention, and product adoption.
* Manage day-to-day customer support operations ensuring excellent performance, efficiency, and responsiveness across our technical support and customer success team members.
* Establish clear performance expectations and goals for the team, regularly reviewing performance and providing feedback to drive continuous improvement.
* Proactively address client concerns and challenges providing timely response and resolution to maintain a high level of client satisfaction.
* Drive retention and growth among customers by building strong customer relationships and delivering exceptional service to clients.
* Collaborate with commercial teams, product development, and project implementation teams to capture and share customer feedback on our products and solutions to improve our offerings and ensure we are meeting customer needs.
* Ensure prompt communication throughout the business to ensure all departments are aware of any red flags/concerns with existing client usage/satisfaction.
* Strengthen cross-functional collaboration at ViClarity.
* Analyze customer feedback to reduce repeat complaints.
* Mentor new hires and existing team members to improve team performance and cohesion.
* Deliver innovative solutions to technical issues by coordinating with internal teams.
Qualifications
Minimum of 5+ years’ experience in a similar role.
Proven experience in a leadership role within customer support and customer experience domains.
Strong knowledge of customer support operations, strategy, KPIs and SLAs, ZohoDesk & Jira.
Experience in a B2B software/SaaS company is an advantage.
Required Skills
* Strategic mindset with the ability to envision and implement cohesive customer experience strategies.
* Outstanding communication, collaboration, presentation, and interpersonal skills.
* Ability to thrive in a fast-paced, dynamic environment and effectively prioritize competing demands.
* Demonstrated leadership skills, with experience leading and mentoring a team.
* Self-motivated and able to work independently with a high level of accountability.
* Highly flexible and adaptable to meet the evolving needs of a scaling business.
Pay range and compensation package
Salary and compensation will be commensurate with experience and qualifications.
Equal Opportunity Statement
ViClarity is committed to diversity and inclusivity in the workplace. We welcome and encourage applications from all qualified individuals, regardless of background or identity.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service, Management, and Information Technology
Industries
IT Services and IT Consulting, Software Development, and Financial Services
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