Global Customer Support Manager Beyond Compliance Inc.
THIS JOB HAS EXPIRED Job Description
To provide direction and day-to-day management of the people and processes within the group. Work with Team Leads to set direction and priorities for the group. Focus on the needs of our customers and ensure customer satisfaction. Candidate must be flexible and excited about working in a fast paced company; have proven communication and organizational skills; and be willing and able to focus on both internal and external customer service to meet business needs.
Essential Duties and Responsibilities
Includes the following Customer Responsibilities:
Manage to agreed to Service Levels.
Focus on improving customer satisfaction.
Customer management at both senior and middle management levels.
Follow-up on Case Surveys and Net Promoter Surveys
Assist with remediation of customer cases as escalated by Team Leads.
Operational and Business Unit Responsibilities:
Define at a high level what projects or activities the group will undertake and set priorities.
Participate in Product meeting and provide input to Development on maintenance and Enhancement priorities.
Manage case performance
Identify, refine and implement existing and new processes for the group.
Manage and approve time and expenses for the group.
Develop and monitor department budgets.
Ensure financial feasibility and success of the business unit.
Produce and maintain reports detailing metrics for the department.
Manage the Team Leads/Staff within the group.
Manage staffing requirements for the group, obtain approvals for additional resources required and participate in the recruitment process.
Monitor Team Lead performance, complete performance assessments.
Work with Team Leads on completion of staff performance assessments.
Identify Team Lead training and career development requirements.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor's degree from college or university.
Oil and Gas Knowledge
Business Application Knowledge
General computer skills
TEL/TLS hands on product skills
Certificates, Licenses, Registrations, Specialized Knowledge
Land Management knowledge
Some travel required to meet with Customers and GCS team meetings.
||Houston, TX |
THIS JOB HAS EXPIRED