Manager, Customer Success & Technical Support

As a member of the Operations Team, you will lead the Customer Success team to provide world class customer service and technical support to ensure our customers have an excellent customer experience with seamless adoption of our products while also ensuring responsive technical support. Build strong relationships with key stakeholders while being an advocate for TMIs customers.Responsibilities Include:People ManagementEnsure staff have clarity of expectations through the delivery of objectives and understanding key deliverablesMaintain schedule and established time standard compliance for all staff, i.e. by organizing and directly supervising staff, administering leave, monitoring, responding to staff headcount requirements, etc. Treat employees are fairly and equitably, have a sense of self-esteem, and are encouraged to develop to their full potential, i.e. by administering workplace policies and programsSupport employee development, i.e. by evaluating performance, providing feedback, and supporting their growthManage employee issues to enable employees to have a high degree of focus on their jobs, i.e. by resolving employee relations issues, performance problems, and disciplinary issuesCustomer SuccessEstablish metrics and advocate for the customer by coordinating with and influencing high performance across direct customer experience and indirect influence Monitor and measure customer trends working in cooperation with Sales and Planning to proactively address customer needsLiaison between multiple internal departments to ensure customer needs are met, including order processing, customer set-up, customer feed-back and complaint processingCreatively solve problems presented by customers and follow the escalation process to obtain rapid support if issue cannot be resolved independentlyIdentify opportunities for improvement and implement customer centric tools and processes to improve the customer experienceEnsure that available resources, e.g. ERP, are used to their full potential Be the lead voice of the Customer processMaintain knowledge in available technology and implement tools, such as AI, to enable the teamEnable Sales and Marketing Team SuccessBuild and strengthen relationships with sales and marketingEngage customers on new promotions by rolling out promotional material through the existing communication channelsIdentify, reproduce, and document bugs for the I.T. team, to continuously improve the e-commerce platformRetain a solid understanding of the platform (deep product knowledge), features releases, and the development roadmap Clearly capture and inform Marketing of emerging technical requirements and enhancements identified by customersInquiriesRapid response to internal or external inquiries via phone, e-mail, and other electronic methodsUtilize social media tools to monitor and communicate the product/business storyWork effectively with Operations and Order fulfillment team to create simple, clear, and timely communication related to customer orders, building trust for the companyTechnical Support Leadership Design of TS process workflows, scripts and guides to ensure timely and consistent supportImplementation of reporting systems and dashboards to promote technical support functional effectivenessProvide technical support for connected medical devices and medical device applications across all smart phone platforms and generationsCoach and train Customer Success Associates in technical supportProvide feedback to Product Development and Marketing on customer communicationsOwn resolution of the escalated technical support issuesQualifications:Degree or Diploma in Engineering, Computer Science, Business, Customer Service, Marketing, Accounting, or a related field of study5 years of experience in customer service or customer facing role working in a technical setting1-2 years’ experience in leading / managing teamsExperience in customer support for medical devices is considered an assetAdditional language ability considered an asset, e.g. Spanish, Dutch, Arabic, etc.Excellent oral and written communication skillsExcellent interpersonal skillsAbility to troubleshoot software and efficientlyAbility to learn new computer software quicklyAbility to multi-task and drive continuous improvementIntermediate experience in MS Office (Excel, Work, PowerPoint, Outlook)Experienced working in ERP softwareAt an applicant’s request, TMI will make accommodation to its recruitment process to meet the needs of applicants with disabilities.