Senior Director - Customer Support Liaison Technologies
THIS JOB HAS EXPIRED Reporting to the COO, the Senior Director of Customer Support will manage a large fast-growing technical support group that provides premium-level technical support 24x7x365 to Liaison customers and partners. Critical to the success of the group, is the ability of the senior Director of Customer Support to motivate and inspire a diverse support, internal constituents across the organization, external partners and customers while balancing the financial and operational needs of the business. The customer support group resides in multiple locations across North America.
The primary objective of the role is to help lead and develop an outstanding customer support department in an employee-oriented, high performance company culture that emphasizes superior quality, continuous improvement and productivity standards. This role requires a proactive and results oriented individual with the ability to work on assigned tasks. This individual also assists in providing guidance to resolve highly complex issues, assists in implementing strategies for training and tools for the use of the Customer Support team, and champions the standardization, utilization, optimization and use of best practices in technical support for SaaS solutions.
Develop long-term customer support strategy and processes to scale the organization.
Effectively manage the daily operations of the Support team ensuring successful delivery of the Liaison 24x7x365 Support offerings and the achievement of Service Level Agreements.
Develop and maintain quality metrics and standards for Support performance, generating weekly, monthly, and quarterly reports in Salesforce.com Service Cloud to be reviewed with management and Support team members, including identification of challenges and opportunities.
Manage the communication and escalation of issues with strategic customers with sales management ensuring successful resolution and minimizing customer impact.
Recognize and identify potential areas where existing policies, procedures, and programs require change, or where new ones need to be developed to make the department more efficient, and to ensure high levels of Customer Satisfaction.
Oversee staff performance by taking the lead in staff selection; monitor performance objectives and productivity metrics relating to quarterly goals and annual reviews; and provide staff training, development, and leadership to help ensure and maintain a strong team environment.
Work with cross-functional teams to ensure the successful release of new product development.
Manage the customer and support requirements including customer notification, training and tools needed to ensure Support readiness for launch of new solutions in the market.
Facilitate communication, cooperation, and teamwork between the Support team and other tier3 operational departments and management teams by establishing case handling automation in Salesforce.com service cloud, weekly meetings and partnering to ensure continuous improvement of the customer experience as well as product improvement and enhancements
Produce customer facing documentation such as Root Cause Analysis? (RCAs), Solution Articles for common issues, and FAQs.
Facilitate communication, cooperation, and teamwork between the Support team and other tier3 operational departments and management teams by establishing case handling automation in Salesforce.com service cloud, weekly meetings and partnering to ensure continuous improvement of the customer experience as well as product improvement and enhancements.
Co-owns Liaison Change Control processes in coordination with other Customer Support management
Evaluates and prioritizes incoming phone queues and ticketing systems to determine personnel needs.
Other duties may be assigned
Additional Required Skills
Strong leadership qualities, including developing staff, communicating vision and inspiring teams.
Innovative with a proven track record of ?out of the box? thinking.
Strong interpersonal skills, ability to build rapport and credibility quickly.
Versatility, flexibility, and a willingness to work within constantly changing environment with enthusiasm.
Excellent judgment and business knowledge with a keen ability to assess people, processes and products
Critical thinking, problem solving, and problem resolution skills.
Excellent written and verbal communication skills.
Ability to interact and partner with all levels of management internally at with customer organizations your team supports.
Ability to drive multiple projects simultaneously with little or no direction
Knowledge of typical enterprise network configurations and environments, VAN and communications protocols.
Ability to read, analyze and interpret common technical journals, and documents using the English language.
Ability to effectively present information to customers and peers
Ability to apply common sense understanding to carry out complex instructions provided in written, oral, or diagram form
Excellent teamwork, communication and interpersonal skills
Excellent customer service attitude.
Proven managerial ability in a 24x7 on call rotation schedule.
Preferred Technical Skills
Understanding of emergency notification systems, policies, and processes desirable
Experience with SalesForce case management and reporting; Knowledge of SalesForce administration is required including the ability to configure workflows, create new objects, reports, dashboards, manage permissions, etc.
Experience working with at least one major Operating System: (Unix, Linux, Microsoft Windows ? 2003, XP, Vista, 7, 2008, 2008 R2 Client or Server)
Experience working with Network Infrastructures, Networking Technologies, Firewalls
Good understanding in principles and implementation of the following Communication Protocols: (E-mail (AS1), Http (AS2), FTPS (AS3), SMTP, SSL, BiSync, Async, PGP, VPN)
Understanding of structure and experience working with at least two Data Formats: (XML, XSLT, EDI, X12, EDIFACT, TRADACOMS, ODETTE, Flat File, UCCNET)
Experience working with Data Translation software supporting data mapping and transformation processes
Experience working with hosted, resellers and third party VAN providers
Experience in leading, managing a Support organization within a Significant Experience with the technical support of enterprise software products or highly available SaaS solutions developed in Java is highly desirable.
Minimum of 5 years of customer-facing technical support experience; at least 4 years in a management role managing teams of technical support engineers. BA or BS in related field, preferably a Computer Science or Engineering major and five or more years related experience and/or training; or equivalent combination of education and experience.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision.
The noise level in the work environment is usually moderate.
||3157 Royal Drive |
Atlanta, GA 30022
THIS JOB HAS EXPIRED
Proven in production around the world, Liaison Technologies software and services readily scale across
heterogeneous enterprise environments, including legacy systems, and offer unified visibility for
improved analysis, decision support and operational efficiency.
Our solutions and support have established a new standard of quality for the industry, and are trusted
by the world's most demanding organizations to exchange and protect billions of payment card
transactions, all manner of sensitive and regulated data and business-critical file transfers.
Profitable Investors: UPS Strategic Enterprise Fund All Jobs: at Liaison Technologies
|Headquarters:||3157 Royal Drive|
Atlanta, GA 30022
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