Overview
Director Of Customer Care and Account Manager Jobs in Saint-Laurent, Quebec at ANDY
Title: Director Of Customer Care and Account Manager
Company: ANDY
Location: Saint-Laurent, Quebec
About UsANDY takes great pride in delivering exceptional, customized services encompassing goods transportation, logistics, warehousing, and fleet management solutions. With a wealth of European and North American experience and expertise in our domain, we are renowned for our ability to translate clients’ operational needs into lucrative business opportunities. Our integrated services are designed to provide added value and streamline our customers’ experiences. As one of the largest woman-owned assets-based transportation companies in North America, we have experienced remarkable organic growth since our inception in 2012, expanding from a single business unit comprising 60 employees to now encompassing four thriving business units with a dedicated team of 500 skilled professionals. This substantial growth positions us favorably to continue our upward trajectory and further expand our operations.
Position Overview:As a Director Of Customer Care and Account Manager, you will play a pivotal role in managing and growing key client relationships at a national level. You will be responsible for developing and executing strategic account plans, driving revenue growth, and ensuring client satisfaction. This is a dynamic position that requires a blend of strategic thinking, relationship-building skills, and a proactive approach to account management.
RequirementsWhat you’ll do here:
Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner
Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team
Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business. They also decide how the CS team will track these metrics and who has the overview for each account
Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics
Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI
Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships
Developed and implemented a comprehensive business development strategy to drive growth and increased market share
Identified and pursued new business opportunities, including the establishment of strategic partnerships and joint ventures
Built and maintained relationships with key stakeholders, including customers, suppliers, and industry partners
Conducted market research to stay informed about industry trends, customer needs, and competition
Monitored performance and KPIs to ensure targets are met and business objectives are achieved
What you bring to the table:
Previous experience managing a team of customer service professionals
Solid experience in customer service and sales
Experience in negotiating and meeting client’s requirements
Ability to build relationships and communicate with key stakeholders.
Hands on experience with CRM software
Excellent analytical and organizational skills
Strong communication skills
Ability to lead and motivate team members
Team player with superior collaboration abilities
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