Manager, Customer Care

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

We’re committed to bringing passion and customer focus to the business.

Our Customer’s Success is Our Success. Avid Customer Care has a direct and overall responsibility to deliver, within the defined Avid Customer Care framework, the proactive and reactive support services necessary to ensure the success of our customers.

This role will be primarily focused on mentoring and coaching individuals into high-performance Customer Care (CC) team members and driving improvements to increase capacity and effectiveness of the resultant team, exceeding CC operational targets, and ensuring the success of our customers.

RESPONSIBILITIES AND DUTIES

The Customer Care Manager is responsible for the success of our customers, CC employees, and achieving CC operational targets through the application of effective support delivery and problem avoidance activities, employee engagement, and close collaboration with sales, partners, customers, and internal Avid teams. In this role you will:

• Ensure that every customer we touch via a Customer Care transaction is successful.
• Identifies and self-escalates issues before customers need to further escalate.
• Collaborates closely with the CC leadership team to implement the global Avid Customer Care Framework.
• Communicate effectively at the executive level across Avid and the customer
• Conducts assessment of the team to identify systematic issues/trends impacting team performance and identifies solutions to address those needs and improve capacity.
• Manages the Partners providing Avid Product support in the West Coast region, ensuring value add is provided by these partners to Avid’s customers
• Feels comfortable handling complex technical problems at different organizational levels, defining actions when applicable.
• Able to assess a situation from technical and operational perspectives to evaluate impact for the customers.
• Provides Technical Account Management functions for key customers within region as needed.
• Works effectively in a matrixed environment – directly responsible as a member of the CC leadership team to ensure close cross team collaboration.
• Leads the team by example, talking with employees, coaching for improved performance, establishes a high-performance culture focused on those activities that will create incremental and improved support capacity
• Manages the team towards exceeding the Avid Customer Success Performance Metrics
• Ensures close collaboration between support teams within the region to ensure effective support for solutions which may contain multiple products.

QUALIFICATIONS & SKILLS

• Creative, Tactical thinker with a strong technical and operational background.
• Extensive Technical Support experience, preferably in the B2B segment.
• Technical background in video, digital audio, or related media industry (Broadcast, Media, News, Post-Production, etc.) strongly preferred.
• Ability to learn new lingo and technologies applicable to customer’s and industry’s technologies is a requirement.
• Exhibit patience, kindness and understanding in difficult situations
• You are a respected leader possessing a mix of directive and collaborative leadership traits
• You have excellent judgement and work well under pressure
• You are logical yet empathetic
• You automatically analyze situations in terms of what could have been done differently to achieve a better result
• Can quickly identify pain points and understand trigger statements for customers
• Capable of effective communication of technical and operational information to customers, support, and product teams at different organizational levels.
• Demonstrate team leadership skills including growth, development and promotion of high potential employees and performance management of those employees not meeting expectations.
• Collaborative style able to forge relationships with customers, peers, and employees.
• Bachelor’s degree in relevant field or comparable professional experience.
• Knowledge of IT Technologies and Networking is a benefit.
• Second Language a benefit (Spanish)

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!

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