Manager, Client Relationships Appriss
THIS JOB HAS EXPIRED DescriptionSummary
Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
oBachelor degree in a computer related field or equivalent experience.
Knowledge, Skills, Abilities, Experience, or Characteristics
o5 years of experience testing telephony, Web, and/or server based application support systems. This would include the development and execution of project specific test plans.
o2 years of experience in a leadership and/or management position leading multi-person projects.
oPrior job experience that demonstrates the ability to interact and communicate with a variety of personality profiles with successful results.
oExperience using SQL for data retrieval as well as a basic understanding of Unix is desired.
oExperience using automated test tools in the performance of load and regression testing a plus.
oExperience using programming languages such as Perl is a plus.
oExcellent written and verbal communications skills are required.
oExperience managing/leading/coordinating projects that required successful interaction with multiple participants.
oExcellent interpersonal skills.
oExperience testing Web or telephony based systems.
oExperience developing and execution test plans.
oMust be a person that takes initiative and follows through on commitments.
Physical and Mental Requirements
Job is physically comfortable; individual has discretion about walking, standing, etc.
Job requires a very high level of judgment, exceptional analytical ability and creativity in investigating major problems that require original and highly innovative solutions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Some travel may be involved for both training and customer facing issues.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
||10401 Linn Station Road |
Louisville, KY 40223
THIS JOB HAS EXPIRED