Customer Services Manager Granicus
THIS JOB HAS EXPIRED If you are searching for a fast-paced environment with a company that seeks to bring citizens closer to government by increasing transparency, this opportunity may be perfect for you. At Granicus, our strategy is simple - we look for great people and empower them to turn their vision into reality.
About the Customer Services Manager Position:
As a key member of the Granicus Operations Management Team, the Customer Services Manager will be a focal point in ensuring continued business success through customer satisfaction, retention and growth. Managing a team of versatile customer service reps that maintain technologies that include hosted applications, network infrastructure, and appliance hardware, the CSM will lead company efforts by continuing the success of improving customer relationship. The CSM will directly report to the VP of Operations.
Customer Services Manager Responsibilities:
Lead a Customer Service Organization.
Understand and develop processes that will result in customer problem solving and provide the highest level of satisfaction and quick turnaround.
Ensure proper systems and team collaboration is in place to build and promote knowledge sharing.
Sustain metrics and KPI to bring visibility of our customer base to the organization. Provide recommendations in process, as well as product through customer reporting.
Develop cycle management of client transitions from Professional Services to Customer Services.
Maintain and improve training program for new and existing customer service reps to promote quick on-boarding as well quick understanding of new product rollouts.
Proactively keep in contact with strategic customers for direct customer visibility.
Mitigate customer escalation through developing direct customer resolution plan.
Maintain current systems as well as develop strategies to improve on call support.
Work with Product and IT teams to provide an optimal software release process to promote operations and customer readiness.
Motivate team through coaching, career planning and setting individual objectives.
Assist VP of Operations in improving financial gross margins for MMS activities.
Desire to build, and grow a team through servant style leadership and selfless motivation.
Can do attitude with confidence to face business challenges head on.
Integrity in all areas of business interactions.
The capabilities of leading by example as well as by direction and vision.
A desire for constant improvement. A progressive growth mentality.
Capacity to handle challenging, and escalated situations with calm demeanor and approach.
Experience and Skills Requirements:
BS in Computer Science or Equivalent.
5-7 years managing customer service in a SaaS company.
Success in building a service based team involving multi layers of technology (hosted, to non -- hosted).
Experience maintain/building a 24/7 call center system.
Success with implementing hosted software systems for internal efficiency and customer knowledge sharing.
Involvement and sound understanding of the 7 Layers of the OSI Model.
Experience in putting in place a multi tiered support process with respect to customer and business need.
Demonstrated experience in performance data measurement both day to day as well long term.
Exceptional verbal and written communication skills.
Granicus, Inc. is the award-winning cloud applications provider for government transparency, efficiency, and citizen participation. Thousands of agencies use our government cloud platform and product suites to establish meaningful connections with their citizens while reducing operational costs across their organization. Granicus has been recognized the past four years for being one of the fastest growing company private companies in the U.S., San Francisco, and the Silicon Valley by Deloitte LLP, the San Francisco Business Times, and Inc. Magazine. For more information about Granicus visit: Granicus Website Granicus Blog Twitter Facebook LinkedIn
Granicus is an affirmative action and equal opportunity employer. In order to ensure equal employment opportunity for every applicant, hiring decisions will be made without regard to race, religion, sex, sexual orientation, age, national origin, veteran status, or disability. Granicus is firmly committed to a policy and practice of non-discrimination of employment, and Granicus will fully comply with all applicable federal, state, and local statutes of employment.
||568 Howard Street |
San Francisco, CA 94105
THIS JOB HAS EXPIRED