Customer Experience Manager
3 days ago
Medem Group is a leading provider of software solutions for the healthcare industry. Our mission is to support customers in delivering effective outcomes for individuals in their care.
We're looking for a Customer Support Manager to lead our customer support team and drive exceptional customer experiences. As a key member of our team, you will be responsible for understanding and exceeding customer needs, optimising processes, and enhancing the overall customer journey.
Key Responsibilities:
- Leverage your leadership experience to manage a high-performing customer support team
- Develop and implement strategies to enhance customer satisfaction and loyalty
- Foster strong relationships with customers and stakeholders
- Drive process improvements to increase operational efficiency
- Mentor and develop team members to achieve their full potential
About You:
We are seeking a dynamic and results-driven Customer Support Manager with a proven track record of delivering exceptional customer experiences. Key competencies include:
- Leadership experience – 5+ years of managing customer support teams in a SaaS or software environment (healthcare tech preferred)
- Customer focus – A collaborative, empathetic approach to enhancing customer experiences
- Problem-solving skills – The ability to identify and address challenges effectively while driving meaningful improvements
- Organisational skills – Proven experience managing in-office and remote teams
- Project management skills – Experience managing customer onboarding projects is a bonus
- Industry knowledge – Knowledge or sector experience is a huge plus
Measures Of Success:
- CUSTOMER EXPERIENCE – Positive feedback and satisfaction scores from customers or stakeholders
- OPERATIONAL EFFICIENCY – Reduced turnaround times and improved processes or workflows
- TEAM EFFECTIVENESS – High team engagement, retention, and productivity
- STAKEHOLDER ALIGNMENT – Strong relationships and alignment with customer and business needs
- SERVICE QUALITY – Consistent delivery of high-quality products or services
- INNOVATION IMPACT – Implementation of ideas or improvements that enhance customer or stakeholder outcomes
- COMPLIANCE AND RISK MANAGEMENT – Adherence to industry standards, policies, and regulations
Why Join Us?
- Attractive remuneration package
- Flexible working arrangements to support work-life balance
- Opportunity to be part of our rapid growth plans
- Working with a great team – gaining massive exposure
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