Manager, Customer Solutions Job Description
Manager, customer solutions
provides coaching, support and training to the third party Customer Service Contact Center and Corporate Accounts Receivable department.
Manager, Customer Solutions Duties & Responsibilities
To write an effective manager, customer solutions job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, customer solutions job description templates that you can modify and use.
Sample responsibilities for this position include:
Create, update and maintain training materials
Leverage technology and data analytics to provide meaningful insight on short term opportunities
Translate product concepts into detailed product requirement documents (PRDs), use cases, user stories and wire frames
Lead multiple customer development efforts through the entire software development lifecycle (SDLC) process from concept through implementation
Work with stakeholders and customers to solicit requirements including gathering consistent feedback throughout the design and development process
Assist in managing and directing UX and UI efforts with a user-centered design focus
Primary contact for escalated issues or advanced questions from staff, or secondary contact for callers
Ensure effective communication and coordinate processes and procedures among teams within MSLL and other departments, and provide feedback to the Director, MSLL Patient Support Services and other departments on customer needs and expectations
Analyze and maintain staffing requirements to drive increased first call resolution and minimize call overflow
Oversee data entry of all Service Request Forms (SRF) and any other documentation submitted via fax servers
Manager, Customer Solutions Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Manager, Customer Solutions
List any licenses or certifications required by the position: AWS, PMP, APICS, II, PRINCE
Education for Manager, Customer Solutions
Typically a job would require a certain level of education.
Employers hiring for the manager, customer solutions job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Engineering, Math, Computer Science, Science, Technology, Business, MBA, Education, Marketing, Business/Administration
Skills for Manager, Customer Solutions
Desired skills for manager, customer solutions include:
Call center trends to provide recommendations that improve the customer experience
Corporate performance
Developing department projects
Employee satisfaction
Entire operation
Products processes
Microsoft Office
Center staffing and training
Contact forecasting and work force management
Customer service experience design and customer service process implementation
Desired experience for manager, customer solutions includes:
History of improving customer results in Retail Branch or large distribution channels through the implementation of new behaviors
High ability to model Customer interactions that deliver advice for all roles within the branch
Capabilities to develop change and communication strategies and plans for large groups
Detail-oriented individual with strong time-management and organizational skills to manage multiple deadlines and priorities within a highly demanding environment
Ensuring all RBOs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives
Five years of experience within an Insight role with extensive knowledge of quantitative research methodologies
Manager, Customer Solutions Examples
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Manager, Customer Solutions Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of manager, customer solutions. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer solutions
- Ensure that all Standard Operating Procedures (SOP) are up to date, reflect the current process, and all staff is trained according to SOPs and staff are periodically audited to ensure compliance
- Promote MSLL services to Clinics/ Neurologists
- Coordinate with Marketing to ensure proper literature is available to promote all programs
- Ensure successful planning and execution of tasks required to setup new services
- Oversee the expenses associated with a 10 – 15 member team (FTE, incentive programs, etc)
- Ensures customer adherence to contractual agreement including identifying options available to enable additional ROI, or limit negative financial impact resulting from change
- Work with cross functional teams to manage audience targeting development, execution and optimization for a proactive lead management strategy to ensure the most effective and efficient opportunities are provided to colleagues
- Maintain and distribute detailed calendars to inform colleagues of the opportunities which will be provide to them
- Manage the lead distribution system including daily execution and enhancements
- Deliver performance metrics to cross functional team with recommended changes to the list development and deployment strategy
Qualifications for manager, customer solutions
- Excellent computer literacy (databases, presentation software, financial software, word processing)
- Knowledge of reimbursement, healthcare regulatory and health insurance policies related to pharmaceutical, biotech or medical device industries a plus
- Knowledge and/or experience within the therapeutic area helpful
- Strong communication skills and an ability to translate medical information into succinct and impactful marketing messages
- Excellent interpersonal skills - collaborative work style and familiarity with core operating functions
- Ability to identify themes and data and make strong recommendations towards improvement in customer satisfaction and retention
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Manager, Customer Solutions Job Description
Job Description Example
Our company is growing rapidly and is looking for a manager, customer solutions. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer solutions
- Run promotional campaigns to ensure the country wide exposure to all our existing and new products to keep the existing potential customers engaged
- Driving the strategy and business plan related to Customer Solutions activities with a clear objective to increase the penetration of Information Value Products (iVP)
- Establishing and managing the “Solution Design”-offering which will include customer facing consultancy, (mainly around KN Login, KN FreightNet and other iVPs) and the training of the sales force and other stakeholders
- Establishing and managing the “Implementation and Integration” offering through the implementation and integration/EDI projects
- Establishing and managing the “Solution Support” offering which mainly entails iVPrelated support while making optimal use of the MEA Customer Solutions Shared Service Centre
- Facilitate alignment with all BU (Sea/Air/Overland) and vertical owners within the country
- Act as the key contact person for Customer Solutions when engaging with the Customer Solution community, including the Regional team
- Ensuring the correct prioritisation for national specific requirements are represented in the regional customer solutions community
- Escalation point for Customer Solutions related issues
- Ensure timely and accurate service per service level agreements
Qualifications for manager, customer solutions
- Effective leadership skills (Inspirational, Motivational)
- Strong reporting review of data required
- Must travel 30%, and perform presentations to internal and external customers
- Must be flexible in work hours since extended hours / shift hours may need to be covered
- Leading the delivery of projects from inception through to transition
- Managing the Customer Excellence project pipeline and facilitating prioritization
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Manager, Customer Solutions Job Description
Job Description Example
Our company is looking for a manager, customer solutions. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer solutions
- Engage in the full project lifecycle’s including requirements gathering, design, implementation, training, testing, go-live and user acceptance
- Oversee applications support across all Oracle tools to our stakeholders according to our SLA
- Manage a global team of functional and technical resources
- Responsible for developing a risk assessment model and execution of distributor audit plan
- Responsible for stopping/preventing incidents where financial harm may occur by implementing corrective actions
- Responsible for working across many functions and influencing without direct leadership
- Responsible for appropriate exception documentation and taking further action as required
- Proactively identify opportunities for profit realization and/or process improvement
- Lead complex analyses to ensure that recommended solutions are based on data/facts
- Responsible for understanding available tools and technology to deliver results quickly and efficiently
Qualifications for manager, customer solutions
- Agile Project Management (Desirable)
- Strong track record of delivering complex retail and customer engagement projects end to end
- Excellent senior stakeholder and 3rd party supplier management skills
- Proven track record of successfully delivering large scale cross functional projects
- Work well under pressure to deliver against deadlines
- Working knowledge of general customer service and customer engagement processes and applications
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Manager, Customer Solutions Job Description
Job Description Example
Our company is growing rapidly and is hiring for a manager, customer solutions. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, customer solutions
- Set up document repository to ensure that all project information is appropriately documented and secured
- Control the project
- Manages revenue goals set for projects
- Assists with accurately forecasting revenue, profitability, margins, bill rates and utilization across projects
- In some cases, performs as the initial management escalation point for any project related issues
- Grows long-term relationships with clients
- Sell and deliver Customer Transformation / Management Consulting projects
- Actively contribute to our Industry Consulting offerings, assets and thought leadership
- Utilize LEAN tools and processes to drive a Continuous Improvement culture within the team
- Provide leadership with advice and counsel on all pertinent business matters by supplying ongoing, timely, and meaningful analysis of actual performance, business plans, and other discreet projects
Qualifications for manager, customer solutions
- Provide customer, competitor and market intelligence relating to proposals being undertaken by the organization and make recommendations that will better position our business in the market or for branching out into new markets or products
- Keep abreast of technologies related to business objectives and industry specific trends
- Knowledge of Microsoft Outlook, Word, Excel, Power Point, and preferably the QuickBase applications
- Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Damco a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided
- Ensure proper implementation of new clients or new programs
- Managing performance of 3PL (carriers, customs brokerage, warehouse…)
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Manager, Customer Solutions Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of manager, customer solutions. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer solutions
- Build recommendations for senior leadership and create tools, policies and processes to continuously improve customer service
- Creates new simplified employee and customer friendly tools, policies and processes to improve customer service
- Develops plans/strategies and recommendations for senior management review
- Serves as liaison to leadership and identifies process improvements using data and systematic thinking
- Leads and empowers team
- Understand challenges that cities face impacting physical and socio-economic mobility to conceive and deliver appropriate solutions
- Partner with Digital Services on “Build” and “Buy” decisions
- Run multiple, concurrent pilot projects to validate the feasibility of products and solutions
- Become a stakeholder in the partner qualification process to ensure that partnerships yield desired outcomes
- Liaise with stakeholders (mostly City Solutions) to identify and define requirements, scope, and objectives for product development / and pilot projects
Qualifications for manager, customer solutions
- A proven track record for delivering process improvements that resonate with their customer
- Dedication for customer engagement to drive solutions
- Ability to influence internal stakeholders in order to better meet the needs of our customer
- Excellent analytical, verbal, written and presentation skills with the ability to present to senior management
- Familiarity with various computer systems and applications
- Level 1 call center leadership experience is a plus