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Customer Support Manager Courion
THIS JOB HAS EXPIRED
To continue building our lead in the IAM market, we are seeking a Customer Support Manager. This position will report to the VP of Operations and will be responsible for the following activities:Responsibilities:
Management of global team comprised of technical support engineers
Manage content in customer support portal
Customer call response, resolution and escalation processes
Development, maintenance and analysis of key support performance metrics
Management of product release update information for customers and partners
Input to product management and engineering on customer issues
Input to Account Management and Professional Services business opportunities discovered during interaction with customers
Management of CRM system workflows, metrics, customer support portal and knowledgebase
Maintain current knowledge of industry trends, concepts, practices, procedures and potential impact on business
Provide executive team with information regarding critical customer issues and potential business impact.
Requirements:
Experience managing Customer Support in both On-Premise and SaaS business models
Technical background and experience with enterprise software solutions
Exceptional customer relationship and communication skills
Capable of developing, implementing and managing key processes and major workflows
Customer issue and resolution management
Ability to work cross-functionally with technical, sales and service teams
5+ Years management of global, technical support team
7+ Years of software technical support experience
B.S. Degree
Ability to travel at least 15% travel, domestic and international
Technical Requirements:
Experience with Customer Support and Help Desk Tools, including
SalesForce.com Service Cloud
Experience with CRM Systems, associated workflows and data management
Knowledge of Active Directory, Microsoft IIs, Microsoft SQL Server, Windows Server and Client Operating Systems, and/or UNIX, HTML and Java Javascript
Knowledge of RDBS and LDAP directories
| Location: | 1881 Worcester Road Framingham, MA 01701 United States |
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THIS JOB HAS EXPIRED
Courion
Investors: JMI Equity, Massachusetts Technology Development Corp. (MTDC), Paladin Capital Group, QuestMark PartnersAll Jobs: at Courion
| Web Site: | www.courion.com |
|---|---|
| Headquarters: | 1881 Worcester Road Framingham, MA 01701 United States |
| Industry: | Software |
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