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Location: 

Duluth, GA, US

Date:  Jun 23, 2022
Job ID:  5186

Customer Success Manager

Barco designs technology that makes everyday life a little better. Seeing beyond the image, we develop sight, sound, and sharing solutions to help you work together, share insights, and wow audiences. Our focus is on three core markets: Enterprise (from meeting and control rooms to corporate spaces), Healthcare (from the radiology department to the operating room), and Entertainment (from movie theaters to live events and attractions). Our solutions make a visible impact, allowing people to enjoy compelling entertainment experiences; to foster knowledge sharing and smart decision-making in organizations and to help hospitals provide their patients with the best possible healthcare. Headquartered in Kortrijk (Belgium), Barco realized sales of 804 million euro in 2021 and has a global team of 3,000+ employees, whose passion for technology is captured in +500 granted patents.

We are currently hiring for a Customer Success Coordination Manager. The position is onsite at our Atlanta facility (Duluth, Georgia - Hybrid role)

 

Function

 

The Customer Success Coordination Manager will manage the Customer Success Coordination team against agreed service level agreements and/or other set criteria. The Manager supports the Team in an entry-level administrative focused position, and also establishes a partnership relation with each member of the Services team to maximize accurate orders, achieve high levels of customer satisfaction and ultimately be a strong contributor to the achievement of the department and company service volume goals.

 

Key Responsibilities

 

•    Manage a team of Customer Success Coordinators and ensure that agreed targets are met and appropriate qualitative standards achieved.
•    Develop and implement robust processes to ensure that a high-quality service is provided to both internal and external customers.
•    Prepare related reports for management to monitor KPI’s (repairs, swaps, invoicing, spare part sales).
•    Analyze administration activity and make recommendations for increased organizational efficiency and effectiveness.
•    Handle escalation of issues from customers, sales, partners or internal contacts. Organize assistance from other parts of the organization.
•    Interface with Helpdesk team, Field Service Team, Operations and Sales, in order to ensure timely settlement of related issues, status updates, and timely forecasts.
•    Implement staffing and scheduling models to ensure guaranteed coverage to the business. 
•    Ensure guaranteed and balanced workload within the team.
•    Ensure that regular training and appraisals are provided to staff.
•    Provide regular performance coaching of staff to ensure highest levels of performance for the team and guide your team members towards a customer-centric approach. 

 

Education:

  • Bachelor Degree or Master, or equivalent experience

 

Experience:

  • 3 Years of experience in customer service environment
  • Min 3 years management experience in similar environment

 

Competencies:

  • Good technical basis and product knowledge
  • People management skills
  • Strong ERP aptitude and experience

 

Are you excited to dive into a new challenge?  

Don't hesitate to apply!

 

 

 

Barco is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without discrimination on the basis of race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, age, mental or physical disability, medical condition or AIDS/HIV status, ancestry, national origin, genetic information, military, veteran status, marital status, citizenship or any other status protected by applicable federal, state, or local laws.

 

If you need reasonable accommodation for any part of the application process at Barco, please contact our HR department at hramericas@barco.com. Please specify the reasonable accommodation you are requesting, along with the job posting number in which you may be interested. A Human Resources representative will review your request and contact you to discuss reasonable accommodation.

 

Equal Opportunity Employer: Veteran / Disability


Nearest Major Market: Atlanta

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