Introduction to blithequark
blithequark is a technology-enabled, people-powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally. With a team of more than 8,000 experts and over 30 years of expertise, blithequark blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, blithequark partners with customers at every stage of their journey, to help drive their vision forward.
Job Overview
We are seeking an experienced Customer Care Implementation Manager to join our team at blithequark. As a Customer Care Implementation Manager, you will be responsible for leading the implementation of customer care solutions for our clients, ensuring seamless project delivery, and driving client success. You will serve as a subject matter expert in customer care, providing guidance and support to our clients and internal teams.
Main Accountabilities
- Attend client meetings, reviews, and participates in client discovery conversations, and participates in handoff from sales to manage and set strategy and timelines for all customer care aspects for each project
- Serve as a Customer Care lead and is the point of contact for all customer care-related activity during implementation
- Accountable for all aspects of customer care implementation, including requirements, staffing, training, knowledge content development, tool development, and supporting operational teams through stabilization
- Responsible for assessing/monitoring risk, performing risk management and mitigation plans for each project as needed, and escalating issues accordingly
- Assist with best practice development and maintenance of associated technology and processes
- Responsible for creating and managing to an approved budget for customer care within each project, including weekly and/or monthly financial variance analysis and reporting to the team
Key Responsibilities
Consulting
- Lead customer care requirements meetings with clients, including managing resolution of open issues and ensuring client signoff by established deadline
- Consult the client and the integrated team towards client scope of services and customer care domain best practices
- Articulate, disseminate, and continuously improve domain knowledge; products and services technology functionality/techniques
- Serve as customer care best practices SME and provide customer care domain expertise with clients, third parties, shared services, and the integrated client leadership team
- Drive key business initiatives to promote operational and client success within the business
Execution
- Partner with external and/or internal business partners to achieve tactical milestones and implement customer care infrastructure for the project
- Lead cross-functional customer care status meetings with key internal business partners and work package owners
- Integrate implementation and ongoing team members to promote accurate and informed decisions for operational delivery based on overall progress during the implementation
- Coordinate and finalize tasks on customer care critical path
- Understand and educate on impacts to the customer experience while delivering the project on time, with quality and on budget
Partnership
- Execute transition plans to ensure seamless stabilization of client support after project live dates
- Coordinate operational support and preparation for project live dates, in addition to coaching ongoing managers on execution of live day support plan
- Communicate impact analysis and metrics through pre-live and post-live day reporting with extended leadership
- Provide oversight and direct management of team members as needed
Essential Qualifications
To be successful in this role, you will need:
- Bachelor’s degree or equivalent work experience required
- Customer care domain experience
- Ability to oversee concurrent or high complexity projects
- Strong client consulting skills
- Strong project management background and experience
- Demonstrate subject matter expertise in multiple service domains, in addition to customer care domain
- Demonstrate expertise with customer care delivery model and domain best practices
- Understand basic regulatory and legislative laws
- Proven problem-solving and decision-making skills
- Highly self-motivated and directed with the ability to exercise independent judgment and act
- Excellent listening, interpersonal, written, and oral communication skills
- Ability to manage multiple projects, priorities, and deliverables at the same time without compromising quality
- Knowledge of PMI methodology
- Strong knowledge of Microsoft Excel, Microsoft Word, Microsoft PowerPoint
Preferred Qualifications
While not required, the following qualifications are preferred:
- Experience working in a similar role or industry
- Advanced degree or certification in a related field
- Experience with project management tools and software
- Knowledge of cloud-based technologies and solutions
- Experience working with cross-functional teams and stakeholders
Skills and Competencies
To be successful in this role, you will need to possess the following skills and competencies:
- Strong leadership and management skills
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects
- Strong problem-solving and analytical skills
- Ability to think strategically and make informed decisions
- Strong attention to detail and ability to manage multiple projects and priorities
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Care Implementation Manager, you will have access to:
- Ongoing training and development opportunities
- Professional certification and education programs
- Mentorship and coaching from experienced leaders
- Opportunities for career advancement and growth
- A comprehensive total rewards package, including competitive salary, benefits, and perks
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and inclusive work environment. Our company culture is built on the values of:
- Respect and empathy for our employees, clients, and partners
- A commitment to diversity, equity, and inclusion
- A focus on innovation and continuous improvement
- A passion for delivering exceptional customer experiences
- A collaborative and supportive team environment
Compensation, Perks, and Benefits
As a Customer Care Implementation Manager at blithequark, you can expect:
- A competitive salary range of $100,170.00 - $186,030.00
- A comprehensive total rewards package, including health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training, and voluntary benefit options
- Opportunities for career advancement and growth
- A dynamic and supportive work environment
- Access to the latest technologies and tools
- Recognition and reward programs for outstanding performance
Conclusion
If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Customer Care Implementation Manager role at blithequark. With our commitment to diversity, equity, and inclusion, and our focus on delivering exceptional customer experiences, we are confident that you will find a rewarding and fulfilling career with our team. Apply today and take the first step towards a brighter future with blithequark!
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