Senior FP&A Consultant
Unit4
CloudERPGo
Customer Success Manager
Sonova Group
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois
Visit company websiteSalary
💰 $85,000 - $108,000 per year
Job Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- 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
Requirements
- High School diploma or equivalent work experience (Bachelor’s Degree preferred)
- Minimum 2 year of management experience
- Minimum 5 years’ experience in a Customer Support environment or relevant work experience
- 2 years of SAP or another ERP required; Sales Force.com experience a plus
- Proven ability to manage and motivate employees
- Passionate about servicing customers
- Previous experience with Work Force Management system
- Demonstrated ability to adjust priorities and manage time in a fast paced environment
- Must be willing to work Christmas Eve and the day after Thanksgiving
- Work schedule: Hybrid | 8am to 5pm Monday - Friday with some Saturdays
- A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
