Customer Care Manager

Cartrack; Markham; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading smart mobility SaaS company is seeking a Customer Care Manager to enhance client relationships and drive customer satisfaction. The successful candidate will manage key accounts, provide onboarding support, and analyze customer engagement metrics. With a strong focus on collaboration and continuous improvement, this role offers an opportunity to make a significant impact in a growing team.

Qualifications

• 5 years of experience in Customer Success or Account Management.
• Proven ability to manage key accounts and foster client relationships.
• Fluency in English is required.

Responsibilities

• Build and maintain long-lasting client relationships.
• Guide onboarding and training for successful customer adoption.
• Collaborate with teams to resolve issues effectively.

Skills

Communication

Problem-Solving

Conflict Resolution

Education

Bachelor's degree in Business Administration

Degree in Marketing or related field

Tools

CRM software

Job description

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Customer Care Managerto join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency

Responsibility

• Build and maintain strong, long-lasting client relationships.
• Guide new customers through onboarding and training to ensure successful implementation and adoption.
• Act as the voice of the customer internally, sharing feedback with Product, Support, and Sales teams.
• Monitor account health, drive customer satisfaction, and identify opportunities for upsell, cross-sell, and renewals.
• Stay up-to-date with product updates and be a trusted advisor for clients regarding usage and best practices.
• Collaborate with Support and Product teams to resolve issues quickly and effectively.
• Analyze customer data to track engagement, usage trends, and risk signals; provide regular reports and insights to stakeholders.
• Recommend process and product improvements based on customer feedback and industry trends.

Job Requirement

• Bachelor's degree in Business Administration, Marketing, or related field.
• Minimum of 5 years of experience in a Key Accounts / Customer Success / Account Management / Farming within b2b industry will be preferred
• Prior experience in doing customer experience and retention will be preferred
• Proven track record of successfully managing key accounts and fostering long-term relationships with clients.
• Excellent communication skills, both verbal and written, with the ability to effectively convey technical information to clients.
• Proficiency in problem-solving and conflict resolution, with the ability to address customer issues promptly and professionally.
• Ability to work independently and as part of a team in a fast-paced environment.
• Experienced in CRM software and other relevant tools for managing customer accounts will be a plus.
• Must be Fluent in English.

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