Customer Experience Manager

Customer Experience Manager

About DDS Wireless

DDS Wireless International has been servicing the transportation industry for over 35 years and is a leader in providing transportation solutions in various market segments. We are an innovative developer of software as a service (SaaS) products and services for the transit, demand response, school children transportation and taxi markets worldwide. We have a global presence with offices in Vancouver, BC, Canada; Redmond, Washington, USA; Oxford, United Kingdom and Tampere, Finland.

About the Role

We’re looking for a professional and energetic Customer Experience Manager who’s excited about the opportunity that will have them leading the charge in building transformational relationships with our valued customers.

You will guide potential clients, build trust, create urgency and provoke a variety of stakeholders into action by helping to solve pressing challenges. You’re an excellent communicator, run an efficient and effective customer support group and is adept at solving problems. You also have excellent Project Management skills.

Responsibilities

• Build and maintain relationships with clients and prospective clients.
• Coaching, training and motivating staff to provide the best customer service to clients.

• Managing the customer service representative’s daily work
• Responsible for handling service agreements with customers and suppliers, running training courses,
• Cooperate with development to resolve issues.
• Collaborate with Product and sales and marketing groups to provide services
• Hiring the customer service staff
• Developing customer service procedures and policies

Qualifications

• Experience with CRM tools; we use Salesforce.
• Bachelor's degree in sales, marketing, business development or client success. A formal technical education is required.
• 5+ years of client facing experience
• Proven experience as a Customer Success Manager or in a similar customer-facing role
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Experience running an efficient and effective customer support group and is adept at solving problems.

• Ability to effectively manage change in a dynamic working environment.

DDS Wireless International values diversity, equity, inclusion and belonging. We invite applications from all qualified individuals regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. DDS Wireless International provides an accessible candidate experience.

Salary range [depends on experience and qualification]

$120,000 to $130,000

Hybrid and Flexible Work Arrangement

We offer hybrid work arrangements to provide an opportunity for our employees to explore the benefits of working both from home and at the Company’s physical office.

We offer a competitive performance-based compensation package and comprehensive benefits package, combined with variety, challenge and scope to develop your career in this fast-moving international organization.

We thank all who apply; however, we will only be in contact with those considered for an interview. No phone calls or agencies please.