Director of Customer Care Alert Logic
THIS JOB HAS EXPIRED Alert Logic sits at the nexus of two big trends in IT: the adoption of cloud technologies, and an escalation in security and compliance requirements driven by an increasingly connected world. More than half of the largest managed hosting cloud service providers currently use Alert Logic to secure their customer environments, and we store petabytes of data for over 2,200 enterprise customers. We are a rapidly growing company that was established more than a decade ago, with the ongoing focus of maintaining a pace, energy and agility that allows us to advance our offerings and technology while preserving a startup-like culture. Our revenues are strong. Our customer base is growing rapidly. Everything is in place except one thing: you.
Based in Houston, TX, Alert Logic has an exciting opportunity available for a Director of Customer Care. Reporting to the Vice President of Customer Success, the Director will build the customer centric style in which we deliver the best customer service and experience bar none.
Develops and implements procedures pertinent to the effective and efficient operation of the Customer Care Department at Alert Logic.
Develop the ?style? in which great customer support is being delivered ensuring customer success.
Establishing and measuring Key Metrics to ensure a consistent and positive customer experience.
Oversea customer satisfaction and NPS evaluation scores working to improve in all areas for the company.
Daily oversight of scheduling/staffing, managing and dispersing incoming calls, phone abandonment rate, case management, live chat and personnel for Customer Care.
Monitors programs and procedures to ensure on-time delivery and customer satisfaction. Ensures that customers implement products with fidelity.
Sets performance standards to meet service goals of company.
Coaches Customer Care Team in order to achieve high performance.
Provides feedback to the company regarding service failures or customer concerns.
Act as the key escalation point for special customer care needs. Resolves and minimize escalations.
Communicates issues in a timely manner.
Collaborates with other departments to ensure we provide effective and timely resolution for all customer inquiries
Develops customer retention programs to ensure maximum customer renewals
Strong customer service and communication skills
Executive level presentation experience and skills
Minimum of 5-10 years? end to end experience in customer support leadership role
Hands-on experience and solid track record of developing and leading teams, with success in coaching and mentoring of staff
A strong and proven business leader with demonstrated ability to drive global operations
Firm grasp of network security concepts
Strong familiarity and knowledge of networking concepts
College degree in relevant area of study
Experience in building programs and working in a fast growth company
We are a fun group that works as a team to exceed our customer?s expectations. Our company continues to grow at a strong pace and we offer a relaxed but professional environment in which to work. We offer competitive pay, a good benefits package and a chance to work with some of the best people in the industry.
||1776 Yorktown |
Houston, TX 77056
THIS JOB HAS EXPIRED
Alert Logic's on-demand solutions provide the easiest way to secure networks and comply with policies and regulations by enabling our customers to detect threats, eliminate vulnerabilities, and manage log data.Investors: Access Venture Partners
, DFJ Mercury
, Hunt Ventures/Hunt BioVentures
, OCA Ventures
, Updata Partners All Jobs: at Alert Logic
Houston, TX 77056
|Company Profile:||Alert Logic is the industry's leading provider of on-demand IT compliance and security solutions. Our solutions provide mid-sized organizations with the easiest way to secure networks and comply with policies and regulations.
Our on-demand platform utilizes software-as-a-service to deliver the benefits of rapid deployment, zero maintenance, and no upfront capital costs. As a result, Alert Logic customers benefit from easy and affordable network security and compliance.
Headquartered in Houston, Texas, Alert Logic is changing the way IT compliance and security solutions are designed, delivered, and utilized. |
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