Bachelor's degree in business administration or related field; MBA preferred, 10+ years of senior customer service management experience, preferably in SaaS, Extensive knowledge of customer service principles and CRM systems, Strong leadership and communication skills, Proven track record in operational efficiency.
Key responsabilities:
Develop and execute a customer service strategy
Lead and manage global customer service teams
Nurture relationships with key customers and ensure satisfaction
Establish escalation procedures for complex customer issues
Stay informed on industry trends to drive innovation
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We are a mission-led company, driven by a passion for making the world better and safer for our brand customers and their consumers. It’s what we do. And people come to Corsearch to be challenged, developed, supported, and valued 👍
✅The Role
This role will lead the development and execution of a comprehensive customer service strategy aimed at delivering exceptional support across all customer touchpoints.
The role will involve overseeing teams responsible for order & renewal management, helpdesk, entitlements, and product technical support while driving customer satisfaction, retention, and loyalty across our product portfolio.
The ideal candidate will be a strategic thinker with a strong customer-centric focus, exceptional leadership skills, and a proven track record of driving operational excellence and customer satisfaction.
✅Responsibilities and Duties
Strategic Leadership: Develop and execute a customer service strategy to ensure high-quality support and service delivery across all customer interactions.
Team Management: Lead and manage a team of global customer service representatives, fostering a culture of high performance, professional development, and motivation.
Customer Relationships: Develop and nurture strong relationships with key customers, addressing their concerns promptly and effectively.
Customer Satisfaction & Retention: Implement strategies to enhance customer satisfaction and Net Promoter Scores, upsell opportunities, retention, and loyalty through effective issue resolution and service delivery.
Customer Case & Escalation Management: Establish and maintain robust escalation procedures to handle complex customer issues, ensuring timely follow-up and resolution.
Billing & Invoicing: Collaborate with Finance and RevOps teams to optimize invoicing and billing processes, ensuring accuracy, timeliness, and compliance with financial policies for customers.
Infrastructure Consolidation: Work closely with Product, Technology, Operations and Customer Success teams to consolidate & migrate our legacy home-grown CRM systems to a single source of truth.
Innovation & Modernization: Stay informed on industry trends, best practices, and emerging technologies to modernize our current customer service infrastructure and drive innovation.
Cross-functional Collaboration: Work closely with product management, customer success, sales, and operations teams to streamline processes and enhance product knowledge, pricing workflows, and order & renewal management.
Reporting & Analytics: Prepare regular reports and presentations for executive management on customer service performance, key metrics, and improvement initiatives.
Continuous Improvement: Monitor customer feedback and satisfaction metrics, driving continuous improvement initiatives to enhance overall customer experience and loyalty.
✅Essential
Bachelor's degree in business administration, management, or a related field; MBA or equivalent preferred.
Proven experience (10+ years) in a senior customer service management role, preferably in a technology or SaaS company.
Strong leadership skills with the ability to inspire and motivate teams to achieve goals and deliver exceptional service.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers, executives, and cross-functional teams.
In-depth knowledge of customer service principles, practices, and tools, with experience in implementing and optimizing CRM systems.
Strategic thinker with a data-driven approach to decision-making and problem-solving.
Experience in managing complex billing and invoicing processes, preferably within a subscription-based business model.
Ability to thrive in a fast-paced, dynamic environment and drive change and innovation.
Proven track record of implementing process improvements and driving operational efficiency.
Strong analytical skills and proficiency in using data to drive insights and improvements.
This position offers an exciting opportunity to lead and transform our customer service operations, ensuring the highest level of customer satisfaction and operational excellence. If you are a results-oriented leader with a passion for delivering exceptional customer experiences, we encourage you to apply and join our innovative team.
Corsearch is an equal opportunity and inclusive employer and does not tolerate discrimination of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and supported. We welcome applications from all individuals regardless of race, nationality, religion, gender, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic. Together, we are working proactively to build a workplace where everyone can belong and be at their best selves. Together, we make an Impact.
Required profile
Experience
Level of experience:Expert & Leadership (>10 years)
Industry :
Professional Services
Spoken language(s):
Check out the description to know which languages are mandatory.
