Manager, Customer Support SciQuest
THIS JOB HAS EXPIRED Overview:
As Manager of the Customer Support team, oversee daily operations to ensure customer satisfaction and operational efficiencies are consistently met.
Work directly with team members and clients to resolve issues, prevent future issues, and continuously improve processes, with a core focus on Customer Satisfaction.
Provide leadership and overall direction for Customer Support team.
Develop and maintain effective relationships with customers. Consult with customers regularly to identify needs and develop action plans to eliminate issues. Responsible for handling escalated customer issues
Ensures team understands all company and department systems, policies, and procedures.
Provide strong leadership and ongoing coaching to team members; foster an environment of open learning and continuous improvement.
Develop and implement appropriate measurements and dashboards to measure the performance of the team and gauge the success of programs. Develop product and process improvement proposals based on data-driven analysis.
Responsible for the successful technical analysis and resolution of client reported incidents related to software problems. Also responsible for technical analysis of customer incidents to identify opportunities for root cause resolution, to assess quality of technical answers and analysis, and to recommend service quality improvements.
Identify opportunities to eliminate customer issues, and waste within the support processes, utilizing Lean tools and principles.
Responsible for overseeing department operational schedules & staff coverage in a 24x7 support environment.
Responsible for all aspect of personnel management including scheduling, hiring, terminations, and performance appraisals.
Develop and maintain proficiency in the company?s software solutions, solution methodologies, and core technologies.
Identify and develop effective working relationships and lines of communication with internal departments.
Participate in short- and long-term planning and policy development as it pertains to the Customer Support team.
Participate as a member of the management team in planning, problem resolution and reviewing department performance.
Provide weekly reporting on status of managed accounts.
Assist in developing, writing and implementing polices and procedures.
Strong leadership skills, and 2-3 years Management/Supervisory experience required.
Preferred 5 years experience in working with software applications in a client environment
Proficient in system analysis, procedure analysis, and problem definition is required. Business automation and workflow process development is desirable. Knowledge of Lean/Six Sigma methodologies is a plus.
Proficient in the elements required in implementing software applications within a client?s environment, including software configuration, determining business requirements, data initialization, data migration, system integration/data interface, and equipment and application installation and set-up.
Strong technical skills preferred; knowledge of SQL, Java, XML, B2B commerce is preferred.
Must be able to communicate complex technical solutions to customers and Sr. Management.
Strong communication, presentation, documentation and problem solving skills.
Ability to act independently, take initiative and drive tasks and issues to resolution
THIS JOB HAS EXPIRED