Customer Care Manager - MSI

MSI Solutions

Dec 04, 2017

Website :

Location :

Phoenix, AZ

Job Type :

Full Time

Company Description :

Multi-Systems, Inc. (MSI Solutions) is a leading cloud services technology company delivering hotel property technology and guest management solutions since 1990. Having installed over 5,800 hotels and resorts throughout North America, we are one of the largest providers of fully integrated guest management systems. Our team at MSI focuses on “total system solutions” for management companies and hotel chains by providing central reservation, marketing, revenue, and guest system integration.

MSI Solution’s success lies in one of several Guiding Principles, which adopts a belief in actively listening to our team of hotel and technology professionals, who then provide in kind the same loyalty to our customers. This philosophy sets MSI apart from the competition and has sparked over 20 years of satisfied customers, innovative technology, and exceptional service and support.

Job Description :

The Customer Care Manager proactively oversees and manages the day-to-day tactical/support between MSI Solutions and its customers. 
Dedicated to assigned accounts, the Customer Care Manager ensures that service standards meet contractual obligations and that all operational aspects of the relationship, are effectively and efficiently maintained.
The Customer Care Manager reports to the Manager, Strategic Accounts.
70% Internal/External Customer Relations and Satisfaction

  • Serve as customer advocate between customer and the MSI Support Department.
  • Work with Strategic Account Management to ensure the needs of the customer are being met.
  • Maintain full awareness of issue status with customer and act on their behalf as advocate to ensure timely resolution.
  • Responsible for monitoring, analyzing and communicating customer performance trends, contractual service level agreements, contractual obligations and customer satisfaction to Strategic Account Manager.
  • Analyze support metrics, monitoring for chronic service issues.  Work with Support Management and Strategic Account Manager to improve services.
  • Analyze support metrics, monitoring for chronic product issues.  Work with Support Management and Strategic Account Manager to improve products.
  • Work with Strategic Account Manager on creating and implementing action plans for at-risk customers
  • Initiate, oversee and monitor progress of customer projects from conception to completion.
  • Coordinate with internal MSI departments to ensure customer upgrades are performed and delivered to clients in an efficient and successful manner. 
  • Anything related to Sales or future deployment would be directed to Strategic Account Management of software updates and work with Strategic Account Management to sale/procure hardware upgrades/replacements as needed.
  • Monitor customer tickets to ensure tickets are reviewed, ownership assigned, and escalated as necessary.
  • Prepare for and represent the Support department during Customer Support Calls.
  • Manage aging cases to ensure they are being followed-up on to resolution.
  • Be familiar with aging tickets; understand why they are not closed and communicate the reason to the customer in timely manner.
  • Work with customer contacts to gain their assistance when tickets age in "Awaiting Customer" status
  • Escalate tickets as necessary when requested by Strategic Account Manager, account contact, and MSI management
  • Ensure support technicians are trained on customer-specific business practices.  Conduct follow-up training as necessary.
  • Manage customer complaints
  • Analyze Top Callers to determine how best to reduce their calls.  E.g. training, different product, etc.
  • Contact Top Calls to ensure they are satisfied with support
  • Conduct 20 health check calls per week; obtain references if status is favorable
  • Report distressed customers to the Strategic Account Manager
  • Conduct exist interviews with customers cancelling their contract
  • Work with customer to gather feedback from pilot sites.
  • Be knowledgeable in MSI products to advise customers on system best practices
30% Call Center Efficiencies and Cost containment
  • Collaborate and work with Support Management on improving and maintaining support best practices
  • Demonstrate innovation by seeking ways to improve the support department and company.
  • Help maintain an environment that is in support of MSI’s guiding principle that “our Customers are number one.”  Contribute to the creation of a positive and fun working environment. 
  • Provide strong leadership to achieve an overall improvement in performance, based on mutually determined goals, and assist in managing to lower and or contain costs where possible.
  • Work with Strategic Account Manager to reduce customer attrition
  • Achieves strategic customer objectives defined by MSI management.
  • Maintains high customer satisfaction ratings that meet MSI standards.
  • Reports to the Manager, Strategic Accounts.
  • Enlists the support of support, product and development teams, sales, professional services, and other management resources as needed.
  • Works closely with Strategic Account Managers to ensure customer satisfaction and problem resolution.
  • Bachelor’s degree in business, related field, or equivalent work experience required.
  • Four (4) or more years of prior leadership experience in Customer Care, Service Delivery or Account Management preferred. 
  • Previous call center and hotel management experience.
  • Must be able to effectively manage multiple projects simultaneously.
  • Must possess a strong sense of urgency for goal achievement.
  • Must possess excellent organizational, analytical, communications, problem solving, decision-making, policy development, and implementation skills.
  • Must be able to stay focused on results despite changing conditions.
  • Must be a motivating leader and coach.
  • Must be willing to travel 10% of the time.

Is This You?

To apply for this position, submit your resume to Human Resources at:
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“An Equal Opportunity Employer”