(Remote) Director, Customer Services (Biotech)
A division of Harris; Cognera is hiring a Director, Customer Services who will be responsible for leading and managing a team that delivers superior service to our current and future clients in the retail energy industry. We're excited to have the successful candidate build and execute a strategy for providing world-class service to our clients, while being their voice internally; championing feedback and issues with the relevant stakeholders.
Reporting to the VP, Customer Service and Support, this position will lead our Customer Services team to focus on growing our portfolio through new clients or expanding our relationships with our current clients. This person will drive a culture of client service and continuous improvement by resolving client pain points, enhancing our processes and tools, empowering the team, and being committed to Accountability, Responsibility and Ownership values, one of Harris' key core values. We are looking for someone who share these values and who is ready to execute against them every day.
This remote role welcomes candidates anywhere in Canada and the US. This role requires travel total of up to 2-4 weeks a year (Will be 1 week at a time). A valid passport is required.
Salary Range:
100-125K.
What your impact will be:
- Implement a strategic client relationship framework through regular client engagement, with a commitment to building strong partnerships.
- Develop and execute the long-range vision and strategy for the Customer Services team, and align this vision with our overall business goals.
- Work with the sales team to integrate new clients into the service model
- Provide quick and high-quality resolutions to technical incidents, driving excellence in the support and managed services we provide.
- Enhance relationships with current clients by understanding their needs and delivering solutions to them
- Lead the client-facing team to understand the unique challenges of each of our clients, and develop the tactics and strategies to improve overall value.
- Be the “Voice of the Customer” within the organization, ensuring their feedback is heard, and that their needs are integrated into our decision-making processes.
- Build relationships with other departments and raise any points of friction or confusion for our client, striving for an ever-improving experience.
- Develop and monitor key organizational KPIs and workflows, with the intent to drive continual and incremental improvement.
- Drive initiatives to improve team productivity including self-service and automation.
- Establish and maintain quality assurance processes to ensure a consistent and high-quality service delivery.
- Achievement of year over year improvement of revenue improvement and cost reduction targets.
- Develop initiatives to enhance CSAT, loyalty, and retention.
- Foster a collaborative and positive environment that encourages teamwork, adaptability and innovation.
What we are looking for:
- 10+ years of experience in B2B client facing roles, including 5+ in a management capacity.
- 5+ years of experience in financial stewardship in managing contractual obligations and budgeting/forecasting for both revenue improvement and cost reduction.
- Proven experience in developing and implementing successful projects and programs which continuously improve operational efficiency.
- Ownership mentality for wanting to succeed and serve clients. Strong client focus and service orientation.
- Skilled at developing and guiding teams towards consistently delivering exceptional results.
- Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
- Excellence in fostering cross-departmental relationships and presenting customer feedback to internal teams, including product, engineering, and sales.
- A strong alignment with our company values and core competencies.
- Prioritization savvy – ability to determine appropriate priorities, responsive to urgent requests, ability to escalate as appropriate.
What would make you stand out:
- Project Management experience within the IT industry.
- Prior leadership experience in managing client relationships at an Executive level.
- Experience in the retail energy industry.
What we can offer:
- 3 weeks' vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
About Harris:
Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI's investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.
About Cognera:
Cognera offers proven, cost-effective billing and customer care solutions to enable your organization to meet increasing customer demands and industry requirements. Our billing, business intelligence and information solutions help Competitive Energy Retailers and Utilities manage complex data. Cognera will help you improve customer relationships and make you Smart Grid ready quickly, without the large upfront financial investment.
