The Voice of the Customer
As the Customer Care Manager at Windward Software, Ray Bourcier plays one of the most critical roles in the company: he is the champion for the user. In an industry where "support" can often feel impersonal, Ray is dedicated to building a support culture that is human-centric, responsive, and solution-oriented.
Ray oversees the frontline teams that assist hundreds of Windward clients daily. His responsibilities go beyond just closing support tickets; he analyzes client feedback trends to identify common pain points, working closely with the Professional Services and Software Development teams to turn user challenges into product improvements.
Leadership in Support
Ray’s leadership style is built on empathy and technical clarity. He understands that when a client calls support, it’s often because their business is facing an interruption. Under his guidance, the Windward support team focuses on rapid resolution and clear communication, ensuring that retailers can get back to doing business as quickly as possible.
His work ensures that Windward doesn't just sell software, but provides a reliable partnership that stands behind its product long after the initial sale.
