Customer Care Manager - Communications

About the Role Work closely with team of Customer Care analysts to ensure our customers' inquiries are efficiently followed up on Provide inspirational leadership and direction for the local team Lead all aspects of operational / administrative customer requests and follow through to resolution, i.e.
requests for information, new account set-up, order fulfillment, instance / tenant maintenance and management, etc.
Foster powerful relationships with the Sales, Sales Operations, Revenue Operations, and Customer Success teams.
Provide leadership when customer issues severely impact a customer, driving problems to resolution and taking the lead on communications within Workday and with the client.
Define, detail and maintain business processes, requirements, and policies.
Find opportunities for business process improvements and make recommendations as appropriate.
Will require occasional weekend and evening hours.
About You 5+ years of experience leading or developing a team Experience in a customer services role Experience with a case management or CRM solution (like JIRA or Salesforce) Additional Qualifications Able to absorb new concepts and technologies quickly SaaS experience would be great Work effectively in a fast paced environment Excellent teammate who will work across the organization and company to continue improving the way we serve our customers Ability to collaborate and build positive relationships Excellent verbal and written communication skills Ability to understand and interpret data from multiple sources Research customer issues and questions to reach resolution Forward-thinking individual who will analyze and improve current processes Attention to detail and strong customer focus required for this role Mentor, coach and lead a team to success Validated digital literacy (Excel, Word, Powerpoint, software applications) #J-18808-Ljbffr