Customer Engagement Manager for Customer Care Team

At 123FormBuilder, we believe in the power of gathering and managing data in the most efficient ways, with the aim of improving business processes and helping companies work smarter. Our forms & surveys Software-as-a-Service solution allows users to do just that, as easy asSince, we have been enthusiastically delivering customer-centric technology and, today, we have over 2 million users spread across 186 countries.

We are currently looking for a highly experienced Customer Engagement Manager, that will help us in managing our talented Custom Care Team ( 2 Teams consisting of 16 colleagues managed now by two Team Leaders). Our Headquarter is in Timisoara and the majority of our users are from the US, Canada & UK, so the communication is done primarily in English via email, live chat & occasionally by phone.

RESPONSIBILITIES

• Assist our clients ( eg. the subscribers )  in getting product value through email & live chat;
• Drive sales by recognizing the opportunities and assisting through the purchase/renewal process through email & live chat;
• Improve subscribers product onboarding through email, live chat & phone;
• Employees have a clear professional path established & communicated (process as a whole and periodic meetings including yearly review & one-on-ones);
• Team members are becoming better professionals;

YOUR BENEFITS

• Attractive salary package;
• Meal tickets;
• Yearly bonus based on company growth and individual achievements;
• Private medical insurance business package;
• Full access to gyms/fitness centers across the country (7Card);
• Birthdays celebration with birthday cakes and gift vouchers;
• Social gatherings and events, workshops, hackathons, happy hours and company retreats;
• Professional growth opportunities such as trainings, online courses, conferences;
• Access to relaxation rooms with Xbox, ping pong, board games and more;
• Daily on-site massage;
• Flexible work schedule and the flexibility to work from home up to 10 days / month;
• Memorable team buildings;
• Health in a basket full of fruits daily + breakfast snacks;
• Rivers of coffee, tea, and soft drinks;

REQUIREMENTS

• Great leadership skills needed while managing the 16 colleagues team;
• Tool wise skills ( eg. Zendesk, SnapEngage );
• Big picture vision in forecasting mid and long term team results;
• Collaborative approach in order to work with the Senior Team members;
• Thirst for knowledge while being informed on the latest practices and knowing the competitors;
• Great experience in a similar role ( eg. Call Center Manager, Customer support Manager ) for IT related products; SaaS industry
• Great communication skills, both written and verbal;
• Customer and result-oriented;
• Able to inspire as a manager;