Director, Customer Care

at  Trapeze

Job Summary:
The Trapeze EAM business unit is part of Modaxo’s transit portfolio, within Constellation Software Inc.. Trapeze EAM designs and deploys best-in class technologies in enterprise asset management. Trapeze EAM’s transit focussed solutions help customers to transform their business by optimizing maintenance workflows and by enabling them to stay on top of regulatory compliance. Trapeze EAM enables transit customers to track and maintain assets in the areas of Rolling Stock, Facilities, and Linear/Maintenance-of-Way. The Trapeze EAM business is growing significantly.
Job Description:
The Director, Customer Care for EAM is responsible for the delivery of EAM solution support services. Support services include Incident Management, Problem Management, Adoption Management, as well as maintenance/subscription contract renewal support. Adoption Management includes driving software upgrades to keep customers current as well as the delivery of EAM solution optimization consulting services (i.e. Health Checks) to help customers drive increased productive use of their implemented EAM solutions. Support Services are delivered to both On-Premises and SaaS/Cloud customer environments.
The successful CC Director candidate will work cross-department to drive the continuous improvement of the EAM customer experience. The CC Director drives a customer service centered culture which results in the CC team’s delivery of customer and partner support just as they would like to receive it. The CC Director knows how to lead and measure the success of an efficient and effective support organization.
The CC Director reports to the General Manager of EAM. CC Director reports may include CC Managers, Team Leads, and Adoption Managers, among others.

How Success Is Measured (not exhaustive)

• Recurring Revenue Growth (i.e. Maintenance, Subscription)
• Constellation Customer Care Ratio (i.e. revenue to cost efficiency measure)
• Customer Care Metrics (example: Aged Backlog)
• Solution Adoption Measures (example: % Customers at Product Version >n-2)
• Customer Satisfaction Measures (example: NPS)
• Employee Satisfaction Measures (example: eNPS)

Responsibilities

• Ensures the effective support of both On-Premises and SaaS/Cloud environments (in conjunction with third party service providers such as Microsoft, Cloud Service Providers, and Integrated Parts Catalog Providers)
• Leads Incident Management and Problem Management (People, Process, and Tools)
• Collaborates with Product Management and Development/QA to drive timely product improvement in support of desired customer experience.
• Collaborates with Product Management and Development/QA to drive CC team readiness to support new product releases.
• Ensures seamless transition of customers from implementation to support.
• Ensures planning and execution of product upgrades to keep customers current.
• Ensures the pro-active planning and delivery of EAM solution optimization services (i.e. Health Checks)
• Participates in user group seminars, webinars, or sessions to help educate the customers and prospective customers.
• Develops and publishes CC dashboards to monitor CC efficiency and throughput etc. with quality.
• Grows and ensures the professional development of CC people (skills, competencies)
• Ensures that the CC team is rightsized.

Required Skills, Experience & Education

• Five years’ experience in a management role of a fast-paced, enterprise level, mission critical technical support environment; or equivalent industry experience.
• Understanding of industry best practices around support services delivery across On-Premises and SaaS/Cloud environments.
• Bachelor’s degree in a related discipline or equivalent experience.
• Core competencies include leadership, people management, customer service experience, process management, data analysis, problem solving, effective communication, well developed presentation skills, business acumen, and technical aptitude.
• Excellent oral and written communication skills.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Highly organized, assertive, and self-directed business style, with strong ability to multi-task and balance priorities.
• Outstanding cross-organization collaboration skills.
• Results-oriented.
• Self-motivated. Operates with a sense of urgency.
• Ability to handle high pressure customer situations with composure.
• Proficiency in CRM and support ticketing systems.
• Nice to Have: In-depth knowledge of Trapeze products and services.

What’s in it for you?
Benefits: Our plans include coverage options for many of life’s needs and a focus on wellness programs that are right for you.
Financial Perks: Employee Stock Purchase Plan (15% match on contributions), Company Bonus Plan, Referral Bonus Program, discounts for home/auto insurance, and many more.
Work from Home: option to work remotely, return to the office, or some combination of in office and remote work as it fits your lifestyle.
Flexibility: Choose working hours that work best for you within the core business hours.
Tuition Reimbursement: A commitment to continuous improvement and employee development through our Professional Development Program. Tuition fees and books reimbursed at a 100%. (Some restrictions may apply).
Office perks: Some of the exciting things to look forward to including regular social events, complimentary drinks, team building events, munch and mingles, and a new and modern office space.
Worker Type:
Regular
Number of Openings Available:

• Ensures the effective support of both On-Premises and SaaS/Cloud environments (in conjunction with third party service providers such as Microsoft, Cloud Service Providers, and Integrated Parts Catalog Providers)
• Leads Incident Management and Problem Management (People, Process, and Tools)
• Collaborates with Product Management and Development/QA to drive timely product improvement in support of desired customer experience.
• Collaborates with Product Management and Development/QA to drive CC team readiness to support new product releases.
• Ensures seamless transition of customers from implementation to support.
• Ensures planning and execution of product upgrades to keep customers current.
• Ensures the pro-active planning and delivery of EAM solution optimization services (i.e. Health Checks)
• Participates in user group seminars, webinars, or sessions to help educate the customers and prospective customers.
• Develops and publishes CC dashboards to monitor CC efficiency and throughput etc. with quality.
• Grows and ensures the professional development of CC people (skills, competencies)
• Ensures that the CC team is rightsized