Customer Support Manager Responsys
THIS JOB HAS EXPIRED Overview:
Responsys was built with the mission to change the way that the world does marketing in the digital age. We?re a cloud software company that?s helping companies take advantage of technologies like email, mobile, social, display, and the web to drive up revenues and build lasting relationships with consumers.
After a successful IPO in 2011, we?ve got our eye on becoming the first billion-dollar cloud marketing company. Our customers think we?re changing the game. The analysts agree. And our employees love the journey we?re on. We need rock stars who want to make the dream a reality.
Responsys is seeking a Manager to lead a team of Technical Support Specialists who provide support to over 150 enterprise customers of a hosted service for marketing automation. This is an exceptional opportunity for a dynamic leader to build and improve client support levels and satisfaction in a fast-paced, hosted, and mission-critical application environment. This position would report directly to the VP of Customer Operations.
Responsys is a premier provider of on-demand email and lifecycle marketing solutions. The company's industry-leading email marketing automation software, Responsys Interact, empowers marketers in any industry to realize greater revenue and profitability gains through Individualized Lifecycle Marketing? ? the automated, scalable process of sending highly relevant messages at well timed moments in the customer lifecycle. The world's largest private and profitable email service provider, Responsys is trusted by market category leaders such as: Avery Dennison, Avis Europe, CDW, Continental Airlines, Intrawest, Lands' End, Office Depot, and PETCO
Oversee and improve the day-to-day processes of a multi-tiered support team ensuring that service delivery targets and client commitments are met.
Manage escalations and/or situations through to completion with a focus on process improvements, metrics, staff development, and a customer-centric culture
Ensure compliance of corporate/best practices processes and procedures
Take ownership of understanding and improving the client satisfaction levels, targets and gaps.
Establish a culture for systematically improving the capabilities of the team to achieve greater levels of troubleshooting, fault isolation, and problem resolution within the team.
Set clear and challenging objectives with member staff.
Define and improve the escalation and communication paths amongst the various departments (engineering, QA, operations, professional services) as the owner and coordinator for client satisfaction of the customer support experience.
Work closely with professional services to define and execute a ?post-go-live? capability to efficiently scale customer specific monitoring (ex: data load jobs and campaign executions) and support activities
Act as the conduit and coordinator for customer and field communications during periods of infrastructure issues, new release roll-out, production site maintenance activities
Work with operations and the deliverability to team to help understand, monitor, and improve email deliverability issues with our customers and ISPs
Define and execute to the set of operational and customer metrics and procedures consistent with our position as a leading service provider to Enterprise 1000 corporations
Provide valuable feedback, conduct performance management, and career/mentoring sessions
Help build a capability for reliably scaling support delivery to hundreds of customers on a global basis.
Must have knowledge/work experience with an application environment such as CRM, supply chain, other
Strong technical background including general databases, HTML, Unix environments, and SQL.
Experience in defining and using support applications to manage the processes, metrics, and customer success
Proven ability to manage a technical team providing mission-critical support to multiple client environments in a 7x24 environment
Strong track record of implementing process improvements as a Manager
Client interface and management in an enterprise software environment
Hosted application environment a significant plus
CRM experience, particular marketing or analytic applications a significant plus
Bachelor Degree combined with management experience
PERSONAL SKILLS NEEDED:
Excellent client relationship management skills
Strong focus on follow-through and process evaluations
Positive interpersonal skills and professionalism
Flexible, well-organized, positive thinking individual
Ability to lead activities with minimal supervision
||900 Cherry Avenue |
San Bruno, CA 94066
THIS JOB HAS EXPIRED