Customer Care Manager, US

Are you a highly successful customer care professional with a passion for excellence? Do you have experience leading and transforming a customer care team within a SaaS company? Good news! 1WorldSync is looking for a Customer Care Manager, US to join our team remotely.

1WorldSync is the industry leader in product content management. With 550 employees across the US, Brazil, Canada, France, Mexico, Russia, Switzerland, and the UK, we’re seeking a Customer Care Manager, US to support our growing global team.

Reporting directly to our Director, Customer Care, the Customer Care Manager, US will lead the North American Customer Care team, which represents one of the functional pillars of support that constitute the Customer Experience organization at 1WorldSync. The position will be responsible for providing excellence in customer care for all 1WorldSync’s global platforms and products. We are searching for a highly successful customer care manager with a passion for excellence in the organization, delivery and management of specialized, one-to-one support to key accounts. The objective of the customer care team will be supplying a combination of customer support and business development activities to high revenue, potentially high revenue or strategically important customers. The end goal being to maximize customer satisfaction and thus optimize renewal rate and facilitate upsell opportunities.

As an Customer Care Manager, US at 1WorldSync, responsibilities include the following:

• Manage the Customer Care team in the US region as the primary point of organizational contact for A,B and Strategic level accounts across 1WorldSync products and services
• Schedule and host regular team and face to face meetings to provide mentorship, guidance and support to a developing team of customer care representatives
• Implement Standards of Team Performance along with tracking and reporting key metrics as defined by the customer care organization
• Align team and individual goals to customer accounts and 1WorldSync objectives
• Facilitate a healthy business and report progress on established goals along with issues, and resolution to Director, Customer Care and Senior Management
• Manage first line customer support via customer care team to analyze and delegate deeper issues to appropriate internal team(s)
• Identify upsell opportunities within existing accounts and monitor overall customer health including meeting the contractual SLAs
• Ensure customers maximize the full use of our products and services, while identifying areas of growth
• Collaborate closely with Account Executives on defining our customer’s long-term business strategy and organize and manage Quarterly Business Reviews (QBRs) along with ongoing success metrics
• Ensure customers are receiving an appropriate level of care according to the standard of their business investment and act as their advocate when necessary
• Work closely with internal stakeholders to drive efficient processes and align all 1WorldSync services under a single point of contact for the Customer Care team
• Maximize efficiencies to reduce operational costs

Required Skills and Experience:

• Bachelor’s Degree required
• At least 5 years of customer support team management and experience within a SaaS organization or technology sector

Desired Skills and Experience:

• Proven ability to lead, manage and coach a group and individuals to be a cohesive, successful, and motivated team
• Skilled at mentoring others to improve skills and strengthen performance to align with 1WorldSync Customer Care standards
• Excellent communication with the ability to communicate importance of customer objectives to drive a satisfactory outcome
• Understanding of web applications, and emerging technologies in the fields of data management, content management, collaboration tools, and ERP
• Ability to manage competing goals and priorities
• Ability to manage conflict and influence stakeholders with limited authority
• Ability to interpret data to actionable results that positively impact performance
• Experience with CRM systems and workflows (NetSuite)
• Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in action

Earn some travel miles!

• This position requires up to 30% travel

Why join 1WorldSync?

• We are the best at what we do!
• The ability to partner with global professionals at the top of their game
• Performance-driven culture and team-oriented approach
• A comfortable, friendly environment with colleagues who are committed to excellence
• A generous vacation policy, incredible health benefits, and stellar 401(k) plan
• Opportunity to take ownership of processes and programs and to make your mark

1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

Americans with Disabilities Act (ADA)

1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at humanresources@1worldsync.com.