Customer Experience Manager - Dubai, UAE
CMiC, United Arab Emirates
Job Description
Founded in 1974, CMiC today delivers comprehensive and advanced enterprise and field operations solutions, purpose-built for construction and capital projects companies. CMiC’s powerful software transforms how firms optimize productivity, minimize risk and drive growth by planning and managing all financials, projects, resources, and content assets - all from a single database platform.
In the past several years, the construction industry has experienced unprecedented changes driven by new technologies - including integration with multi-dimensional modeling, an explosion of cloud-based offerings and the demand for robust mobile capabilities. CMiC has kept pace by constantly upgrading and enhancing our advanced platform to reflect the changing needs of the industry, leading to significant growth as a company.
CMiC has its head office in Toronto, Canada and has recently set up a subsidiary located in Dubai. The Customer Experience Manager will be working from the Dubai location and will be responsible for servicing international customers.
Position Scope
We are seeking an enthusiastic, and talented person to act as the first point of contact when our international customers have inquiries or encounter issues as they use our software. The Customer Experience Manager will receive tickets and analyze screenshots and details of customer issues, in order to replicate the problem while proactively communicating with CMiC teams to guide issues to resolution. In addition to providing a very high level of customer service, the Customer Experience Manager will develop strong relationships with customers and staff and provide feedback on documentation. Individuals applying for this position must be able to multi-task, have a strong attention to detail, have a professional demeanor, and be able to adapt into a growing and changing environment.
Duties amp; Responsibilities
- Be the primary point-of-contact for CMiC international customers
- Answer customer queries and provide basic direction and training on common issues
- Conduct web meetings with customers to gather information for investigative purposes or to provide assistance
- Triage product queues and prioritize issues according to their severity
- Analyze and debug the application
- Test and duplicate issues in order to document and demonstrate the problem to other teams such as Programming
- Address cases timely and in accordance with customer expectations
- Accurately interpret and effectively comply with company standards, procedures and policies
- Participate in project and team meetings; interact and collaborate with team members
- Leverage and contribute to the Knowledge Base to assist with the resolution of issues
- Relay feedback to Product Managers so that the product can be improved
- Meet with Product team members to discuss customer inquiries
- Provide feedback to supervisors and managers regarding processes that are unclear and need to be changed
- Collaborate on a regular basis with our internal IT and DBA teams
Requirements
- College/University Degree
- Excellent communication skills, both verbal amp; written
- Exceptional analytical and problem solving skills
- A passion for exploring new software
- Ability to grasp new concepts and learn quickly
- Extremely detail oriented with the ability to manage and prioritize work flow
- Ability to facilitate communication of information between team members and Product Groups
- Previous technical support experience or customer service experience
- Able to operate in a fast-paced environment
- Team-player with a strong work ethic and a positive attitude
Benefits
- Competitive benefits package (including Health amp; Dental benefits)
- Paid vacation days
- Experience in a rapidly growing, socially responsible corporation
- Remote work option available