Front Line Manager - Customer Success
New
J
JobgetherCustomer Success
CanadaFull-TimeManager
Salary33,000 - 55,000 CAD per year
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Job Details
- Languages
- English and French proficiency at a professional level (C2) is required.
- Required Skills
- Project ManagementSCRUMStakeholder managementCustomer SuccessCRMData analytics
Requirements
- Bachelor’s degree in Commerce, Economics, Finance, or a related discipline; Master’s degree in Business Administration or Business Analytics is an asset.
- Experience in customer success, customer operations, commercial operations, rebates, chargebacks, or a related service environment.
- Strong understanding of customer experience (CX), customer relationship management (CRM), and service-level management.
- Demonstrated people leadership skills, with the ability to guide teams, manage priorities, and maintain performance standards.
- Strong analytical and problem-solving capabilities, including the ability to work with data, generate insights, and support data-driven decisions.
- Experience with data tools, data visualization, marketing analytics, or related analytical platforms.
- Strong project management and organizational skills, with the ability to coordinate multiple requests and priorities simultaneously.
- Excellent collaboration and stakeholder-management skills.
- Experience with Oracle Customer Experience (CX) or similar enterprise customer-management platforms is beneficial.
- Familiarity with collaboration tools and structured customer-service processes.
- English and French proficiency at a professional level (C2) is required.
- Certifications such as Certified Scrum Master (CSM) or Six Sigma Green Belt are advantageous.
Responsibilities
- Oversee distributor chargeback processing, including validation, pricing, settlement calculations, and finalization.
- Track and calculate customer rebates, validating accruals against contractual terms, conditions, and sales performance.
- Manage service-level agreements (SLAs) and supervise the timely resolution of customer and vendor inquiries.
- Review, approve, and implement changes to rebates and chargebacks, including pricing and effective dates.
- Maintain accurate records of customer interactions, inquiries, complaints, and resolutions.
- Coordinate with internal and cross-functional teams to resolve requests and communicate progress to stakeholders.
- Monitor incoming email and phone inquiries, ensuring timely resolution.
- Provide people leadership and operational guidance, fostering a customer-centric approach.
- Identify opportunities to improve processes, reporting, and operational efficiency through data and insights.
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