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Customer Experience Manager, Mergers & Acquisitions

Xplornet Communications Inc.

This is a Full-time position in Bay Du Vin, NB posted March 10, 2021.

We are looking for a Customer Experience Manager
– Merger & Acquisitions to join our team based from our Fredericton, NB office.

As the Customer Experience Manager
– Merge/Acquisitions & Projects, you will act as the primary interface between Customer Care any key cross functional groups to ensure successful integration of new acquired companies, launch of new products and services and their underlying activities.

Key responsibilities include:
• The development and maintenance of project documentation; which includes engaging with the subject matter experts, ensuring projects meet defined timelines, outlining risk assessments and communicating gap analysis to the Customer Care Leadership team (CCLT)
• Acting as a single point of contact for Customer Care, which includes interaction with CCLT to obtain inputs and/or revise plans
• Pre/post monitoring of activities to ensure we have a successful integration and/or launch.

This includes identifying and escalation issues as appropriate.

• Ensure User Acceptance Testing (UAT) and Process/Policies are documented, available via knowledge base and the L&D group have all the necessary content to develop and deliver training to internal and external audiences
• Provide recommendations, feedback, and/or observations to the CCLT to ensure proper planning and decision-making takes place prior to project integration
• Handles special projects and all other duties, as assigned The ideal candidate will possess:
• Completion of post-secondary education in the technical or networking field (or equivalent level experience)
• Advanced knowledge of methods, tools and techniques for identifying and resolving project integration issues
• Strong verbal and written communication skills enabling effective communications with customers and co-workers in both technical and non-technical terms
• Strong computer and troubleshooting skills with the ability to analyze and solve problems
• Solid working knowledge of the Microsoft Office
• Self-motivated and driven with good time management and organizational skills with strong sense of urgency.

• Resolving customer complaints quickly and efficiently
• Building good relationships with customers.

• Good conflict resolution and problem-solving skills
• Ability to follow guidelines and strong attention to detail
• Ability to prioritize and multi-task while adapting in a fast-paced work environment
• Previous Customer Care experience is an asset
• Bilingualism (French/English) is an asset As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check.

Details will be supplied to applicants as they move through the selection process.

Xplornet is committed to creating an accessible environment and will accommodate disabilities during the selection process.

Please let your recruiter know during the selection process of any accommodation needs.

Company Overview: Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc.

is one of Canada’s leading broadband service providers.

For over a decade, Xplornet has been providing innovative broadband solutions to rural customers at work, home and play across Canada.

Today, Xplornet offers voice and data communication services through its unique wireless and satellite network that connects Canadians to what matters.