Customer Care Lifecycle Manager
Belen, Heredia
hace 2 días


JOB PURPOSEProvides 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. Manages the entire customer care / success lifecycle (Learning and Development, Quality Assurance, Voice of the Customer y Knowledge Management)MAIN RESPONSIBILITIES / DUTIESScope & Complexity

  • Responsible for management of supervisors, customers and / or functional peer group managers
  • Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors
  • Receives assignments in the form of objectives and determines how to use resources to meet goals
  • Adheres to processes and operational policies in selecting methods for obtaining solutions
  • Establishes and administers schedules and performance requirements while adhering to budget responsibilitiesLeadership and Management
  • Accomplishes results through the coordination of activities of a section or department
  • Develops methods for achieving results while adhering to cost and staffing responsibilities
  • Often must lead efforts among members of a project teamImpact
  • Provides guidance to subordinates within the latitude of established company policies and procedures
  • Recommends changes to policies and procedures immediately affecting the organization
  • Establishes practices which protect against added costs and deviation from organizational short-term goalsREQUIREMENTS / QUALIFICATIONSACADEMIC BACKGROUNDNormally requires a Bachelor Degree or may have a Master’s Degree from a four-
  • year college or universityREQUIRED EXPERIENCETypically : Has 5-7 years of directly related experience in Customer Relationship Management and in Operations Support business units and ITSM.


  • Accomplishes results through management of professional individual contributors and / or skilled, support individual contributors
  • Provides direction to employees according to established policies and management guidance
  • Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules WORK ENVIRONMENT DEMANDS While performing the office duties it is required that, the employee is regularly sitting, talking or listening.
  • Often it is expected to use their hands to write, handle, hold or feel. Extensive use of keyboard and mouse. The noise level in the work environment is usually moderate.

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