Customer Service Manager
Core
Lead Customer Service and Application Engineering teams to shape customer experience, drive operational excellence, and ensure timely resolution of complex issues for a global water technology company.
Role type
Senior Customer Service Manager (Leadership)
Builds
Customer service operations and application engineering support for water utility and industrial clients
Domain
Water technology / Utilities
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and coaching, performance management (KPIs), recruitment and retention, process improvement, data analysis, CRM proficiency, cross-functional collaboration, budget management
Preferred skills
CCSM certification, leading technical/application engineering teams, resource planning
Technologies
Salesforce
Responsibilities
Lead, coach, and develop Customer Service and Application Engineering teams; Serve as escalation point for complex customer issues; Monitor customer feedback and implement satisfaction initiatives; Evaluate service processes and lead cross-functional improvement initiatives; Develop and present performance reports to leadership; Ensure compliance with quality standards and industry requirements
Seniority
Senior, hands-on IC with people management focus