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Customer Support Manager-SMB Xactly
THIS JOB HAS EXPIRED
We are looking for a dynamic Manager of Customer Support for Express, our SMB product. This person should have experience in building out a great customer support organization within a fast paced environment. You will have strong analytical and problem solving skills, take initiative, thrive in a small group and be accountable for results. The Manager of Customer Support will focus on creating an exceptional customer experience that drives loyalty through our product offerings. You will be responsible for day to day customer support operations and continuous improvement of customer experience, as well as setting new visions and implementing them to better our customer experience.Responsibilities:
? Managing a team responsible for day to day support operations and continuous improvement of customer experience
? Tracking and reporting KPIs (key performance indicators)
? Lead efforts to define and implement a standard, global delivery methodology to reconciling all engagement channels, optimizing technology use and ensuring measurable results.
? Ensure that product quality management processes are implemented effectively
? Drive programs for customer experience improvement in terms of people, technology, processes, service and product.
? Manage support training program to ensure technical accuracy and customer delight in every interaction
Requirements:
? Experience managing a customer facing support team that is also technical
? Strong background in business process analysis, requirements, and design, as well as data modeling and detailed functional design
? Ability with scaling system implementation experience in a project management capacity, with a focus on CRM, support portal systems, customer self-service and knowledge management
? Salesforce.com (preferred) or other CRM application integration to support portal solution experience
? Expert knowledge of cloud-based technology
? Experience creating new business value and leading major change initiatives
? Strong background in business process analysis, requirements, and design, as well as data modeling and detailed functional design
? Experience with Zendesk (preferred) or other support portal solution
? Experience with JIRA (preferred) or other software bug tracking solution
? A minimum of 3 years experience in a related function (i.e.: support portal management, customer support management, etc.)
| Location: | 35 South Market Street San Jose, CA 95113 United States |
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THIS JOB HAS EXPIRED
Xactly
Investors: Alloy Ventures, Bay Partners, Glynn Capital Management, Rembrandt Venture PartnersAll Jobs: at Xactly
| Web Site: | www.xactlycorp.com |
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| Headquarters: | 35 South Market Street San Jose, CA 95113 United States |
| Industry: | Software |
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