Senior Manager, Customer Care

The Senior Customer Service Manager plays a crucial role in ensuring that customers derive the maximum value from Q-SYS. By delivering exceptional support to both partners and customers, the Senior Customer Service Manager leads the Partner Care Team and collaborates with the Sales Team to meet revenue targets and secure customer loyalty.

The Senior Customer Service Manager is a trusted partner and advocate for the AMER Sales Team, as well as our partners and customers. This role ensures that all stakeholders have a positive experience and achieve their desired outcomes with the company's products and services. By fostering strong relationships, they will guarantees satisfaction and retention, driving business growth, and reducing churn.

The ideal candidate has extensive experience in leading a top-tier customer care team. Recognized as a strong customer advocate and a trusted resource for the Sales Team, partners, and end-customers, this individual possesses in-depth knowledge of processes and systems and excels at solving problems for both customers and the company.

Base Pay Range 115k-160k

We will be accepting applications until a final candidate is identified.

The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans and generous time off.

Revenue Attainment

Effective management of AMER backlog to meet monthly and regional goals. Work extensively with Partner Care Team and Sales team to eliminate order issues and other challenges that prevents fulfillment of back orders.
• Create monthly order risk list, lead in shipment check-in meetings, provide daily and weekly reports and manage pull-in opportunities.
• Work collaboratively and closely with Credit and Global Logistics team weekly to ensure revenue targets are met.
• Work with other regions to obtain "estimated shipment revenue"and provide regular updates to Executive team.
• Provide product lead time information to partners and sales team, including updating The Board.
• Manage regional allocation to orders.
• Streamline and automate processes where possible.

Operational Excellence

• Performance Analytics: Development of KPIs and metrics to measure team performance, including case handling, call handling, quote management, backlog management, order accuracy and customer feedback to identify trends to drive improvements.
• Ensure accuracy of order entry and order fulfillment by maintaining clean Customer Master data through best practices to meet customer expectations.
• Collaborate with CX Team to develop and track customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, to measure and improve the overall customer experience.
• Process Optimization: Continuously improving and optimizing processes to enhance efficiency and reduce bottlenecks. This includes streamlining workflows, automating repetitive tasks, and implementing best practices.
• Cross-Functional Collaboration: Working closely with other departments such as sales, marketing, and product development to ensure alignment and collaboration. This helps in providing a seamless customer experience and addressing any issues promptly.
• Employee Training: Ensuring that Partner Care Specialists are properly onboarded and trained on the products, services, platforms, processes, communications and other softskills. This helps to ensure a consistent service level and increasing customer satisfaction.
• Customer Support Readiness: Enable Partner Care Team can properly support new programs and sales strategies by ensuring the team are trained, and the systems and tools are ready to support the new programs.
• Digital Transformation: Embrace new digital technologies to minimize manual work and maximize operational efficiencies.

Leading the Function and the Team

• Coach and mentor team and develop key talents.
• Responsible for recruiting and hiring of Customer Service/Partner Care team.
• Handle escalations from Partner Care Team on complex issues.
• Ensure Partner Care Team are meeting service level expectations and customer loyalty program, as defined. Provide training as needed.
• Encourage and enforce the use of digital technologies and platforms to scale the operation.
• Plan budget and department resources.
• Develop business and operation policies to support company objectives and go-to-market strategies.
• Ensure team compliance to departmental policies, processes and SOPs.
• Responsible for customer data accuracy in Oracle and Salesforce, i.e., ship-to office, contact information, new ship-to address.

Partner / Customer Relationship Management

• Developing Customer Relationships: Building and maintaining positive relationships with clients to promote loyalty and retention. Work closely with AMER Sales Team and Business Development Team to gain their trust to establish a strong relationship with key partners and customers.
• Proactive Support: Anticipating customer needs and providing proactive support to prevent issues before they arise. This includes regular check-ins and participation in QBRs, monitoring customer usage , and offering solutions to potential problems.
• Feedback Loop: Establishing a feedback loop to gather insights from customers and use that information to improve products, services, and processes. This may include customer surveys and voice of customer (VOC) events. Information gathered from customer insights will help Partner Care Team to stay aligned with customer expectations and continuously enhancing the customer experience.

Establish & Maintain Team Norm

• Possess a "customer-first" mindset. Serve your customers like you would like to be served.
• Be a team-player. Don't let your teammate down; they are counting on you daily.
• Be dependable and proactive, your Sales team needs your help to succeed.
• Back-up your teammate as assigned.
• Propose new ideas to make your daily experience and customer experience better.
• Think of way to "wow" your internal customers and external customers.
• Engage at all times. Your presence and participation matters. Turn on your camera.
• Commit and live the Q-SYS Customer Experience Credo.

• B. A. degree in Business Management or equivalent work experience in Customer Service.
• At least 10 years work experience in customer service organization.
• At least 5 years work experience in AV industry, working with integrators or end-users preferred
• Detail oriented and proficiencies in collaboration and communication with Sales and other Customer Service cross-functional team members.
• Exceptional collaboration and communication skills working with Sales, customers/partners, and cross-functional teams.
• Ability to write policies, processes and work instructions.
• Ability to present in large group and at the executive level.
• Demonstrated leadership skills leading a customer success team.
• Exceptional problem solving skills.
• Excellent organization management skills.
• Excellent de-escalate skills.
• Highly proficient in navigating and managing multiple platforms / applications simultaneously and efficiently.
• Microsoft 365 Suite (Word, Excel, PP, Outlook, Teams)