Customer Care Lead

About the role

The Customer Care Lead plays a critical role ensuring our customers have a phenomenal support 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 with cross-functional teams like Engineering, Product, Customer Value, and Account Management, as well as other roles within Global Customer Care (GCC) such as Managed Services, Operations, and Tier 1/Tier 2 Support Engineers.

This role focuses on managing premium to standard support packages for North American clients, engaging proactively, building trust, ensuring a healthy relationship with Phenom support, and reducing the risk of client churn.

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), and run/participate in client calls including regular checkpoints for escalations and monthly/quarterly support metrics reviews.
• Perform proactive trend monitoring and problem identification, and drive back-to-health plans for at-risk clients.
• Nurture customer relationships and secure references.
• Contribute metrics and analysis for weekly internal WBR (Weekly Business Review).
• 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 and participate in IRE (Incident Response Escalation) calls as an ad hoc decision-maker.
• Identify gaps, trends, and areas of improvement for the support department.
• Review and create reporting for holistic ticket and Support Engineer monitoring.
• 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.
• Provide after-hour, weekend, holiday, or emergency coverage as needed (Phenom Support is staffed 24/7).

Requirements

• Bachelor’s degree preferred.
• 3+ years of related professional experience.
• Strong written and oral communication skills.
• Proficient understanding of SaaS technologies, web technologies, HTML/CSS, databases, and/or Kibana (coding knowledge not required).
• Support ticketing system experience (e.g., Jira, ServiceNow).
• Demonstrated 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 ability to thrive in a fast-paced, ever-changing environment.
• Analytical and abstract thinking skills; a natural problem solver.

Pay

Expected salary range: $70,000 – $80,000.

Benefits

• Health and wellness benefits/programs to support holistic employee health.
• Flexible hours and working schedules, as well as parental leave for new parents.
• Generous vacation policies and holiday time off.
• Career pathing and development opportunities in a growing organization.
• Tons of perks and extras in every office and for remote employees.