Manager, Customer Satisfaction - Ebscoed

Date: Apr 22, 2023
Location:
Edmonton, AB, CA, Alberta
Onsite or Remote: Remote
Company Name: EBSCO Information Services
EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.
EBSCOed by Stacks Solutions is seeking a Customer Satisfaction Manager for our EBSCOed products. The Customer Satisfaction Manager will report to the Senior Product Engagement Manager and will be instrumental in defining new operational standards, policies, and procedures for the Customer Satisfaction team to help drive engagement and outstanding support services to our partners, customers & end users.
Customer Satisfaction Manager Responsibilities

• Support a broad array of customer service and support inquiries through initial submission and escalated tickets.
• Analyze and report on Key Performance Indicators (SLAs, satisfaction scores, etc.)
• Work with Product Owners / Platform Admins to report issues and communicate product/service changes.
• Communicate effectively with customers and team members using clear and concise written and verbal language.
• Provide regular coaching and feedback to CustStat Representatives
• Monitor Ticket status and follow-up to ensure all customer contacts are complete

Required Skills & Experience

• Familiarity with Content Management Software (CMS), Learning Management Software (LMS) or Student Information Systems (SIS)
• Positive demeanor and can-do attitude
• Strong analytical & troubleshooting abilities
• Familiarity with Help Desk or Support desk software
• 4-5 Years working in a SaaS organization's customer service, technical support, or training role
• Minimum 2 years of supervisory experience in a service setting

Preferred Skills & Experience

• Experience with the Stacks Platform
• Familiarity or experience working in the Workforce or Education sector
• Excellent Time Management and organizational skills

Job Segment: Help Desk, Information Technology, Information Systems, Technical Support, Manager, Technology, Management