Manager, Customer Care

## Manager, Customer Care Apply:
United States - Florida:
Full time:
Posted 3 Days Ago:
R58062
*
* Job Summary:

** The Customer Care Manager will be responsible for increasing TADERA customer champions by fortifying relationships, minimizing attrition, adhering to service level agreements, addressing renewals, contribute to product roadmaps, and identify sales opportunities.
*
* Job Description:

**** ESSENTIAL DUTIES & RESPONSIBILITIES
**** Customer Care Team Management
*** Manages daily activities for CC Team including but not limited to time management, leave requests, and timesheet approvals.
* Manages and owns CC Team scorecards, performance evaluations, and professional development plans.
* Responsible for CC Team career framework and ensuring direct reports are aware of growth opportunities.
* Responsible for CC Team workflow processes and support level definitions.
* Responsible for CC Team collaboration and interdepartmental service level agreements.
* Responsible for ensuring that CC Team is within 10% of resource allocation plans.
* Provides after hours (on call) support as needed.
** Customer Care Metrics
*** Achieve a CC Ratio of at least 5.0 in Aviation Core products.
* Achieve a TTM Attrition rate under 5%.
* Maintain a SLA ticket resolution efficiency of 90% or greater.
* Maintain a CSTAT service ticket satisfaction score of 80% or greater.
* Achieve NPS customer response rate of at least 70% and score of at least 35.
** Customer Care Relationship Management
*** Establishes and maintains positive customer experiences through effective engagement.
* Owns the problem management process on behalf of customers.
* Manages customer on-boarding process and ensures seamless transition of customers from implementation to support.
* Ensures CC Team adheres to framework for routine customer check-ins.
* Administers and owns the governance for the Fresh Desk tool used by the CC Team.
* Manages and owns the customer health report.
* Oversees customer product upgrades to ensure a N-1 release status for existing customers.
* Oversees customer feedback loop and collaborate with other TADERA Teams to work action and get well plans.
** TADERA Strategic Alignment
*** Contributor to the Client Services (PS & CC Teams) Governance {lan.
* Contributor to the Customer Intimacy Plan.
* Contributor to the Operational AI Excellence Plan.
* Analyzes customer data to identify opportunities that add value to product roadmaps and improve experiences of products and services.
* Collaborates with other TADERA Teams to improve performance, product capabilities, and customer satisfaction.
* Owns and manages the end-to-end customer contract renewal process including coordination with legal and finance.
* Leverage AI tools to increase CC Team productivity and streamline the interaction towards resolution and ongoing support artifacts.
* Identify sales opportunities via customer data and interactions.
** Worker Type:
** Regular
* * Number of Openings Available:
** 1