Customer Care Lead (Onsite role)

Customer Care Lead

The Customer Care Lead plays a critical role ensuring our customers have a phenomenal Phenom support experience. The Customer Care Lead is responsible for the overall support health of clients and serves as a liaison between internal Phenom teams and the customer to help Phenom deliver a better, frictionless customer experience. You will be the primary point of contact for large clients, helping them navigate their support needs, fostering strong relationships, and driving successful outcomes. You will collaborate and interact with cross-functional Phenom teams like Engineering/Development, Product, Customer Value, and Account Management, as well as other roles within Global Customer Care (GCC) like Managed Services, Operations, and Tier 1/Tier 2 Support Engineers.

As a Customer Care Lead, you are in charge of onboarding clients into post go-live support and monitoring their support health through metrics reviews, sentiment and performance monitoring, as well as through calls and recordings and taking appropriate action as needed. You will guide customers on support processes and best practices, respond to and manage case or managed services escalations, and attend business reviews to provide metrics and insights on support. The Customer Care Lead role for North American clients is focused on managing premium to standard support packages for our clients, while engaging proactively, building trust, ensuring a healthy relationship with Phenom support, all while reducing the risk of client churn.

What You'll Do

• Manage clients post go-live support relationships, guide clients on support processes and best practices, and address client escalations.
• Collaborate with Implementation teams for internal hand-off to support, drive customer onboarding to support (external hand-off), run/participate in client calls including regular checkpoints for escalations and monthly/quarterly support metrics reviews.
• Proactive trend monitoring and problem identification.
• Drive back to health plans for at risk clients. Nurture customer relationships and secure references.
• Contribute metrics and analysis for weekly internal WBR.
• Build strong cross-functional working relationships with Engineering, Product Management, and Customer Value teams. Engage with Executive Leadership to provide status updates and drive escalated issues to resolution.
• Assist with Managed Services Request communication.
• IRE Calls - Participant/Ad hoc decision maker (On Call List)
• Identify gaps, trends, and areas of improvement for the support department.
• Analytical and abstract thinking skills; a natural problem solver! Review and create reporting for holistic ticket and Support Engineer monitoring.
• Ability to switch between multiple tasks and priorities quickly and efficiently.
• Follow-up on and take responsibility for unresolved issues and client escalations.
• Grow deep Phenom product knowledge and provide input to management on customer service and support challenges.
• Phenom Support is staffed 24/7 which may require your availability for after-hour coverage, weekend, holiday, or emergency coverage.

What You've Done

• Bachelor's degree preferred.
• 3+ years related, professional experience.
• Strong written and oral communication skills.
• Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge. You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution.
• Support ticketing system experience (i.e. Jira, ServiceNow).
• Demonstrate strong work ethic and advanced organizational skills.
• Escalation management experience with multiple stakeholders including customers and product teams.
• Ability to successfully communicate and coordinate with departments across the organization including Consulting, Engineering, Product and Customer value teams.
• Passion for technology and thrives in a fast-paced, ever-changing environment!

Salary

• Expected salary range $70,000 - $80,000

Please note the Salary range is subject to change in the future in accordance with Phenom's policies

Benefits

• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Generous vacation policies & holiday time off
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every office and even to those who work remotely!

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.