Manager, Client Services

Customer Services Manager at SOQUIJ is...

You have...

• coordinate and supervise activities related to after-sales service, technical support, training and the development of student clienteles
• coordinate and oversee customer subscription and retention activities to ensure effective alignment with the business development department
• ensure the planning, coordination and management of activities surrounding the sending and receiving of mail, the invoicing of products and services, accounts receivable as well as the statistics and dashboards associated therewith
• responsible for implementing customer loyalty practices and achieving customer retention goals
• plan and develop various initiatives aimed at positioning the Company favorably with student clienteles
• develop, implement and rigorously monitor interaction scenarios (call, email or chat)
• propose and implement working methods according to best practices, aiming for efficiency and continuous improvement
• manage, ensure the implementation and maintenance of access programs for students, the judiciary, the Department of Justice and other information providers
• analyze and solve problems raised by customers
• act as a resource person regarding the Company's products and services as well as commercial policies
• identify customer needs in terms of training and user support tools
• coordinate the implementation of new training and conferences, guides, help menus and information capsules for customers
• ensure that the service standards resulting from the customer promise are rigorously applied
• manage relationships and agreements with corporate clients, speakers, partners and suppliers
• set performance objectives taking into account the strategic objectives of the organization

• a bachelor's degree in law, administration or any other relevant field
• the title of lawyer or notary and are a member of the Barreau du Québec or the Chambre des notaires du Québec(an asset)
• a minimum of 7 years of relevant experience in similar functions
• experience in personnel management
• experience in the use and/or implementation of integrated management software (ERP), customer relationship management (CRM) and business intelligence (BO)
• experience in customer management of a web-based company
• experience in creating interaction scenarios (an asset)
• ease of engaging people
• a results-oriented approach
• easy to empower and delegate
• an ability to communicate effectively
• an ability to optimize work processes and solve problems
• the ability to demonstrate managerial courage
• the ability to make quality decisions
• ease of developing talent