Manager, Customer Care

Avid; Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

Avid is seeking a Manager for its Customer Care team in Montreal. The role involves mentoring a high-performance team, ensuring customer satisfaction, and collaborating with various stakeholders. Ideal candidates will have a strong technical background in the media industry and proven leadership skills to drive improvements and engage employees.

Qualifications

• Proven track record in customer care and technical support.
• Experience in video, digital audio, or related media industry preferred.
• Ability to manage complex technical issues.

Responsibilities

• Ensure success of customers and CC employees.
• Collaborate with the CC leadership team to implement service frameworks.
• Lead and mentor CC team members for high performance.

Skills

Creative thinking

Technical support experience

Team leadership skills

Effective communication

Problem-solving

Education

Bachelor’s degree in relevant field

Job description

Join to apply for the Manager, Customer Care role at Avid

13 hours ago Be among the first 25 applicants

Join to apply for the Manager, Customer Care role at Avid

Get AI-powered advice on this job and more exclusive features.

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Our Customer’s Success is Our Success. Avid Customer Care has a direct and overall responsibility to deliver, within the defined Avid Customer Care framework, the proactive and reactive support services necessary to ensure the success of our customers.

This role will be primarily focused on mentoring and coaching individuals into high-performance Customer Care (CC) team members and driving improvements to increase capacity and effectiveness of the resultant team, exceeding CC operational targets, and ensuring the success of our customers.

Responsibilities And Duties

The Customer Care Manager is responsible for the success of our customers, CC employees, and achieving CC operational targets through the application of effective support delivery and problem avoidance activities, employee engagement, and close collaboration with sales, partners, customers, and internal Avid teams. In this role you will:

• Ensure that every customer we touch via a Customer Care transaction is successful.
• Identifies and self-escalates issues before customers need to further escalate.
• Collaborates closely with the CC leadership team to implement the global Avid Customer Care Framework.
• Communicate effectively at the executive level across Avid and the customer
• Conducts assessment of the team to identify systematic issues/trends impacting team performance and identifies solutions to address those needs and improve capacity.
• Manages the Partners providing Avid Product support in the West Coast region, ensuring value add is provided by these partners to Avid’s customers
• Feels comfortable handling complex technical problems at different organizational levels, defining actions when applicable.
• Able to assess a situation from technical and operational perspectives to evaluate impact for the customers.
• Provides Technical Account Management functions for key customers within region as needed.
• Works effectively in a matrixed environment – directly responsible as a member of the CC leadership team to ensure close cross team collaboration.
• Leads the team by example, talking with employees, coaching for improved performance, establishes a high-performance culture focused on those activities that will create incremental and improved support capacity
• Manages the team towards exceeding the Avid Customer Success Performance Metrics
• Ensures close collaboration between support teams within the region to ensure effective support for solutions which may contain multiple products.
  
  
  

Qualifications & Skills

• Creative, Tactical thinker with a strong technical and operational background.
• Extensive Technical Support experience, preferably in the B2B segment.
• Technical background in video, digital audio, or related media industry (Broadcast, Media, News, Post-Production, etc.) strongly preferred.
• Ability to learn new lingo and technologies applicable to customer’s and industry’s technologies is a requirement.
• Exhibit patience, kindness and understanding in difficult situations
• You are a respected leader possessing a mix of directive and collaborative leadership traits
• You have excellent judgement and work well under pressure
• You are logical yet empathetic
• You automatically analyze situations in terms of what could have been done differently to achieve a better result
• Can quickly identify pain points and understand trigger statements for customers
• Capable of effective communication of technical and operational information to customers, support, and product teams at different organizational levels.
• Demonstrate team leadership skills including growth, development and promotion of high potential employees and performance management of those employees not meeting expectations.
• Collaborative style able to forge relationships with customers, peers, and employees.
• Bachelor’s degree in relevant field or comparable professional experience.
• Knowledge of IT Technologies and Networking is a benefit.
• Second Language a benefit (Spanish)
  
  
  

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

Referrals increase your chances of interviewing at Avid by 2x

Get notified about new Customer Service Manager jobs in Montreal, Quebec, Canada.

Pointe-Claire, Quebec, Canada 4 weeks ago

Saint-Eustache, Quebec, Canada 18 hours ago

Montreal, Quebec, Canada CA$15.00-CA$15.00 2 weeks ago

Longueuil, Quebec, Canada CA$15.00-CA$15.00 2 days ago

Supervisor, New Business Case Coordination

Manager, Operations – Print and Insertion

St-Bruno-de-Montarville, Quebec, Canada 2 days ago

Saint-Eustache, Quebec, Canada 5 months ago

Laval, Quebec, Canada CA$70,000.00-CA$75,000.00 1 day ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.