Customer Care Lead

Phenom People Pvt Ltd•Ambler, PA

6d•$70,000 - $80,000•Remote

About The Position

The Customer Care Lead plays a critical role ensuring our customers have a phenomenal Phenom support experience. The Customer Care Lead is responsible for the overall support health of clients and serves as a liaison between internal Phenom teams and the customer to help Phenom deliver a better, frictionless customer experience. You will be the primary point of contact for large clients, helping them navigate their support needs, fostering strong relationships, and driving successful outcomes. You will collaborate and interact with cross-functional Phenom teams like Engineering/Development, Product, Customer Value, and Account Management, as well as other roles within Global Customer Care (GCC) like Managed Services, Operations, and Tier 1/Tier 2 Support Engineers. As a Customer Care Lead, you are in charge of onboarding clients into post go-live support and monitoring their support health through metrics reviews, sentiment and performance monitoring, as well as through calls and recordings – and taking appropriate action as needed. You will guide customers on support processes and best practices, respond to and manage case or managed services escalations, and attend business reviews to provide metrics and insights on support. The Customer Care Lead role for North American clients is focused on managing premium to standard support packages for our clients, while engaging proactively, building trust, ensuring a healthy relationship with Phenom support, all while reducing the risk of client churn.

Requirements

Bachelor’s degree preferred.
3+ years related, professional experience.
Strong written and oral communication skills.
Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge. You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution.
Support ticketing system experience (i.e. Jira, ServiceNow).
Demonstrate strong work ethic and advanced organizational skills.
Escalation management experience with multiple stakeholders including customers and product teams.
Ability to successfully communicate and coordinate with departments across the organization including Consulting, Engineering, Product and Customer value teams.
Passion for technology and thrives in a fast-paced, ever-changing environment!

Responsibilities

Manage clients post go-live support relationships, guide clients on support processes and best practices, and address client escalations.
Collaborate with Implementation teams for internal hand-off to support, drive customer onboarding to support (external hand-off), run/participate in client calls including regular checkpoints for escalations and monthly/quarterly support metrics reviews.
Proactive trend monitoring and problem identification.
Drive back to health plans for at risk clients. Nurture customer relationships and secure references.
Contribute metrics and analysis for weekly internal WBR.
Build strong cross-functional working relationships with Engineering, Product Management, and Customer Value teams. Engage with Executive Leadership to provide status updates and drive escalated issues to resolution.
Assist with Managed Services Request communication.
IRE Calls - Participant/Ad hoc decision maker (On Call List)
Identify gaps, trends, and areas of improvement for the support department.
Review and create reporting for holistic ticket and Support Engineer monitoring.
Ability to switch between multiple tasks and priorities quickly and efficiently.
Follow-up on and take responsibility for unresolved issues and client escalations.
Grow deep Phenom product knowledge and provide input to management on customer service and support challenges.