Customer Care Manager
Align Technology
Belen, Costa Rica, CRI
hace 21 horas

About this opportunity

This position is responsible to provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients / customers.

Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer / clients.

Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.

Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client / customer service delivery issues are resolved.

Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

In this role, you will

  • Coordinate with key clients (Directors and process managers) to define roadmap and process priorities of the processes he / she owns
  • Manage, report and communicate on the global performance of the processes responsible for
  • Communicate upcoming Changes and innovation to impacted parties
  • Facilitate post-pre technology implementation reviews
  • Educate the Business and IT on service delivery and products. Overall Customer Success management
  • Support and handle local clients requests
  • In this role, you’ll need

  • A Bachelor Degree or may have a Master’s Degree from a four-year college or university
  • 5-7 years of directly related experience
  • Bilingual English- Spanish
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