Senior Relationship Manager managing key strategic clients for Iress, Australia's technology company. Building trusted partnerships and driving client success to enhance revenue growth.
About the role
- Customer Relations Partner Manager overseeing complaint resolutions and partner performance in the Americas region. Driving continued improvement and ensuring customer satisfaction across multiple channels and languages.
Responsibilities
- The CRT Partner Manager is responsible for the supervision of activities and resources needed to support the day-to-day CRT operations in Americas region (AMS).
- Ensure 100% of accurate & timely complaints logging and right level of service provided to customers through monitoring of partners’ performance.
- Monitor partner operations.
- Manage partner performance according to defined Key Performance Indicator.
- Drive performance improvement over time.
- Optimize resources and costs through thorough planning and forecasting.
- Understanding complaint drivers and promoting prevention.
- Coaching Partner for continuous improvement and fair resolutions.
- Control and approve costs of compensation suggested by the partner.
- Maintain good knowledge of e2e support processes, ensure teams’ process adherence and consistent quality of complaint management, at right cost.
- Execute data quality checks to ensure consistency and accuracy of reporting, suppliers’ invoices check.
- Perform KPIs deep dive analysis, address gaps and deviations, plan actions and progress monitoring.
- Collaborating with CS, Store, and Supply Chain to fix systemic issues.
- Optimizing complaint handling models and aligning with CS WW.
- Supporting CS transformation projects to reduce complaint volumes.
- Driving innovation and mentoring others.
- Acting as the internal 'voice of the customer.'
Requirements
- Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 4-7 years of job-related experience or 2-4 years of management experience, preferably in telephone support, microcomputer industry, or a related field
- Extensive continuous improvement expertise (LSS knowledge is a plus)
- Lean Sigma GB Certification
- Customer facing experience
- Operations management acumen
- Experienced in driving a remote diverse team in many countries
- Post-sales support experience
- Printing & computing knowledge in both consumer & commercial segments
- Legal consumer rights knowledge
- Excellent English language, ability to demonstrate superior verbal and synthetic written communications.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave
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