Senior Manager of Customer Success

1 week ago


Aurora, Illinois, United States Sonova USA, Inc. Full time
About the Role

We are seeking a highly skilled and experienced Senior Manager of Customer Experience to join our team at Sonova USA, Inc. As a key member of our organization, you will be responsible for leading our customer support team and developing strategies to drive customer satisfaction and loyalty.

Key Responsibilities
  • Lead and manage a team of customer support representatives to ensure exceptional customer service and support.
  • Develop and implement customer experience strategies to drive customer satisfaction and loyalty.
  • Collaborate with cross-functional teams to identify and resolve customer issues and concerns.
  • Provide coaching and development opportunities to team members to enhance their skills and performance.
  • Monitor and analyze customer feedback and metrics to identify areas for improvement.
  • Develop and maintain relationships with key customers and stakeholders to ensure their needs are met and exceeded.
  • Stay up-to-date with industry trends and best practices in customer experience and apply this knowledge to drive business growth and improvement.
Requirements
  • Minimum 5 years of experience in a customer-facing role, with a minimum of 3 years in a leadership or management position.
  • Proven track record of success in customer experience and customer support.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members.
  • Strong analytical and problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and projects.
  • Strong technical skills, with experience in CRM systems and other customer experience tools.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • The chance to work with a leading company in the hearing care industry.


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