Join our dynamic Customer Care Management team as a Customer Care Lead (CCL), where you will be the key advocate for our customers in North America. In a hybrid work environment, you’ll collaborate closely with cross-functional teams to oversee the entire lifecycle of Care service delivery, including case handling, emergency support, and training. You’ll proactively identify customer pain points and ensure their needs are met while balancing contractual and budgetary constraints.

Enjoy a culture that values continuous professional development and a strong team spirit, with opportunities to enhance your leadership skills. Your role is vital to achieving customer satisfaction and loyalty, as you act as the "Voice of the Customer." Flexibility is key, as you’ll be available during business hours and emergencies. Benefits also include competitive compensation and a stimulating work environment that fosters innovation and teamwork. Let's create exceptional customer experiences together!

You Have:

Bachelor's degree in Engineering, Business Administration, or related field 7-10 years of experience in Customer Service, Project, or Technical Management within Telecommunications Proven ability in contract and customer relationship management and service delivery Strong understanding of financial reporting and forecasting Excellent leadership, interpersonal, team, and vendor management skills

It would be nice if you also had:

Project Management Professional certification or equivalent Proficient with CRM systems and Microsoft Office applications (Excel, PowerPoint, etc.)

Support of Care business, financials, and operations, including but not limited to the following activities:

Serve as the primary point of contact for customers, building trust and ensuring all contractual commitments are fulfilled. Lead emergency response efforts, delivering quick resolutions and root cause analyses while assessing potential service impacts. Gain a deep understanding of customers' business needs to uncover upselling opportunities for new services. Manage and optimize the Care business to achieve financial targets through effective forecasting, monitoring, and analysis. Contribute actively to pre-sales and tendering processes, showcasing the value of Care solutions. Ensure accurate lifecycle management of Care contracts, maintaining data integrity in tools, and adhering to financial obligations. Execute effective communication plans, providing timely notifications on end-of-support and ensuring compliance with product lifecycle governance. Oversee customer onboarding and service delivery, ensuring SLAs are met and offering 24/7 emergency support when necessary.