Customer Success Manager

• Accountable for leading Customer Support; ensuring timely and accurate resolution of customer inquiries and concerns
• Identify opportunities and execute change to develop a consistent, scalable, service model for Phonak
• Act as a resource to sales, training, workforce/quality management
• Explore opportunities to improve capacity, utilization, and drive superior Customer Support
• Offer innovative solutions to issues that impact employees and customers
• Improve performance by raising efficiency and exploring new technology and process improvements
• Prepare reports and analyze call center data to improve processes and ensure proper resource allocation
• Organize staff to support workforce management, customer call patterns and new product introduction
• Delegate work responsibilities and handle escalated and complex customer inquiries/concerns
• Collaborate with and support Trainers to ensure team members are trained on Phonak products, software, services and competition
• Work with Product Management
• Manage, motivate, engage, and develop Service Team; responsible for recruiting and hiring of new personnel
• Collaborate with Customer Support management team to develop meaningful and actionable metrics enabling continuous improvement

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