Director of Technical Customer Support Carnegie Learning
THIS JOB HAS EXPIRED This position leads the customer support activities of the company with the goal of optimizing customer satisfaction, increase renewal rates and retention.
Specific responsibilities include:
Lead Customer Support organization.
Create and implement departmental plans.
Assure that staff members are trained and interacting with customers in a professional manner.
Implement best practices and standardization.
Create performance metrics and monitor results.
Create the organizational vision for and implement a best-practices Customer Support organization-- establish levels of service, develop metrics and implement other analytics, as appropriate. Develop long-term and short-term customer support objectives.
Assist with successful product deployment and customer retention by refining and implementing the strategies and processes to necessary to understand, articulate and respond efficiently to customers.
Clarify, execute and monitor customer service processes to help assure a positive customer experience and efficient use of corporate resources.
Develop customer communications and feedback methodologies
Work with corporate cross-functional teams to assure responsiveness to customer needs throughout the company. Work with managers across various departments to assure a positive and consistent customer experience from pre- sales through on-going product use.
Contribute to company strategies, goals and initiatives, particularly those associated with customer support and customer retention.
Serve as primary technical point of contact for selected clients, Sr. Managers of School Partnerships (Education Services) and Regional Vice Presidents of Sales.
Be able to lead an in-depth investigation of high-priority issues with the client and internal team members, as needed.
Manage relationships with clients in pre and post sales environments addressing all escalated issues.
A minimum of a Bachelor's Degree, Master's Degree preferred
3 - 5 Years Experience in a management role.
Ability to work effectively with executives both internal and external
Highly organized, detail oriented and responsive
Strong communication skills, both oral and written
Strong technology aptitude
- Knowledge of typical school infrastructure and/or working environments with constrained bandwidth an network/computer resources.
- Knowledge of software industry including pre-sales technology support, architecture and design, product management, customer support, and large scale implementation support.
- Excellent problem-solvinig skills and experience.
||1200 Penn Avenue |
Pittsburgh, PA 15222
THIS JOB HAS EXPIRED