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Customer Experience Manager

1 week ago

Christchurch, Canterbury, New Zealand Medem Group Full time

Medem Group supports customers across various industries with cutting-edge software solutions and exceptional service. We aim to provide our customers with effective and efficient functionality through our application, delivering positive outcomes for those they care for.

About the Role

The Customer Support Manager will lead the customer support team with a focus on delivering exceptional customer experiences. This pivotal role focuses on understanding and exceeding customer needs, optimising processes, and continuously enhancing the overall customer journey to ensure satisfaction and long-term success.

  • 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 Choose 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.