Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- CSM Leader managing customer success operations for finance solutions provider. Ensuring revenue retention and growth through outstanding customer loyalty and strategic management.
Responsibilities
- Management of direct reports and CSM team
- Conduct strategic analysis of Analytic Reporting (weekly/monthly) and distribute to leadership
- Handle customer escalations
- Serve as a liaison with all Emburse Teams (Operations, Sales, Accounting, Product, Marketing) across all Business Units
- Coordinate overall process improvements and workflows
- Familiar and engaged in Industry trends
- Coordinate action plans as needed based on customer feedback
- Responsible for cancellation process is completion, including reporting and auditing
- Responsible for CSM team onboarding & training plans
- Develop and mentor team members
- Coordinate Beta programs
- Conduct HR team member evaluations
- Organize and facilitate customer forums
- Identify customer needs and collaborate with internal teams to ensure customer success with special emphasis on adoption, advocacy, expansion and renewals
- Contribute to the overall vision and strategy of the Client Services organization
- Align CSM team with Client Sales/Cross Sale team to identify revenue opportunities
- Monitor and identify adoption, maturity, growth and advocacy trends to inform customer and business strategy
- Proactive interest to increase customer satisfaction and deepen customer relationships
- Establish Escalation process and adjust as needed
- Define and optimize customer journey
- Own key metrics for CSM team
- Recruit, mentor, groom and inspire a world-class team
- Propose improvements to your team’s organizational structure
- Achieve operational excellence
Requirements
- Past role in the Customer Service industry, preferably SaaS
- 5+ years as Manager, or similar management role
- Successful history working cross-functionally
- Strong interpersonal, organizational, and communication skills
- Time Management & work/life balance
- Proficient with Excel, Word, Powerpoint and Google Suite
- Salesforce experience
- Experience using video conferencing systems (Zoom or GoToMeeting)
- Customer Success Software experience: Gainsight experience (or ClientSuccess at Captio)
- Product Demonstration Skills
- Collaboration software experience: Confluence experience (or Wrike experience at Captio)
- Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
- Experience with HR Systems: ADP, Small Improvements, Bamboo
- Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong empathy for customers AND passion for revenue and growth
- Excellent communication and presentation skills
- Enthusiastic and creative leader with the ability to inspire others
Benefits
- A Company with Momentum – We serve 12M+ users across 120 countries, helping businesses modernize their finance operations.
- A Team That Innovates – Work alongside some of the brightest minds in finance, tech, and AI to solve real-world challenges.
- A Culture That Empowers – Competitive pay, flexible work, and an inclusive, collaborative environment that supports your success.
- A Career That Matters – Your work here drives efficiency, innovation, and smarter financial decision-making for businesses everywhere.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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