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Customer Experience Manager

2 months ago

Waltham, Massachusetts, United States Convergent Dental Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Director to lead our team of Product Support Representatives. This is a critical role that will contribute significantly to our company's world-class customer support model.

Key Responsibilities
  • Recruit, train, and manage a team of Product Support Representatives to ensure exceptional customer service.
  • Develop and maintain a departmental playbook that provides the PSR team with standards, procedures, training, product, and industry knowledge.
  • Regularly review customer interactions and provide feedback and coaching to the PSR team in a continuous quality improvement culture.
  • Establish Key Performance Indicators (KPIs) for team members and hold them accountable to reach their goals.
  • Ensure the latest diagnostic steps are reflected within the SalesForce repair flows.
  • Develop, track, and trend KPIs for review with senior leadership.
  • Conduct bi-annual performance reviews with direct reports and regular 1:1's.
  • Ensure proper staffing levels are maintained to support workload.
  • Handle escalated issues from Product Support Representatives.
  • Ensure customer follow-up is completed to validate problems are resolved to the customers' satisfaction.
  • Lead the team to coordinate field support technicians, parts, and supplies to ensure all are available as needed to resolve customer issues.
  • Manage the team to install, configure, and run Convergent Dental diagnostic software remotely to resolve problems.
  • Develop a strong working knowledge of all Convergent Dental products and the methodologies utilized to effect remote problem resolution, field installations, and repairs.
  • Ensure the team documents all interactions in Salesforce to ensure quality requirements are met and accurate records are maintained.
  • Escalate issues to senior leadership as required.
  • Lead the team through a continuous learning and improvement culture that optimizes customer support processes and procedures.
Requirements
  • Bachelor's degree preferred.
  • 3+ years leading customer support, service, and/or experience teams.
  • 2+ years providing frontline customer support or service.
  • Experience managing up to 8+ direct reports.
  • Experience with medical device industry and/or field services activities a plus.
  • A passion for mentoring others in their career growth and development.
  • Demonstrated success in working collaboratively with a wide variety of business stakeholders.
  • Experience strategizing around proactive support.
  • Strong analytical skills and the ability to use data to drive recommendations.