Manager

Description:

In this role you will lead a team in charge of delivering best in class delivery and support services to our APAC client base. You will help ensure clients receive exceptional service in all aspects of the post sales process while also helping support the business's sales goals.    

As manager of this team, you will be responsible for team performance metrics/reporting, resource optimization, process improvement, and ensuring consistent high rates of customer satisfaction.  Additionally, you will be working with the sales and account management organizations to ensure service delivery projects align with client service objectives.

The successful candidate will be responsible for collaborating with multiple organizations and departments to improve customer engagement, delivery, and support programs to enhance customer satisfaction. You have experience building and maintaining excellent client relations and are comfortable communicating at all levels of an organization. 

This role reports to the Vice President of Client Services at our HQ in Austin, Texas.

Bazaarvoice in APAC;

Based in Surry Hills, we have a small and culturally diverse local team responsible for the success of our Asia Pacific business. Our clients include a majority of Australia’s largest retailers as well as global and local brands. The region has a start-up vibe that benefits from the support of a larger global company. We are client obsessed, work hard and have a team culture that is both entrepreneurial and fun.

Responsibilities;

• Drive best in class service experience for clients for all post-sales support activities including Engagement & Implementation services and Technical Support.  
• Hire, train, and manage team members including resource allocation across the various functions  
• Coach and support team members to help them meet departmental goals. 
• Mentor client service staff to ensure professional growth and related performance. 
• Annual performance management & merit reviews.  
• Coordinate projects and available headcount to manage utilization and capacity of resources to effectively drive high customer satisfaction levels. 
• Create & manage monthly/quarterly departmental reports to determine whether KPIs are being met and identify areas for improvement. 
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.  
• Manage client escalations; act as the bridge between Services and the rest of the organization  
• Help create custom statements of work (SOWs) clearly detailing services activities, responsibilities, deliverables, timing, and pricing.