Sr. Program Manager, Technical Support Systems Good Technology
THIS JOB HAS EXPIRED Description
Requisition Number 13552
Main Function of Job
As the Senior Program Manager, CRM Systems & Processes, you are responsible for enabling the Technical Support organization with the processes, metrics, and CRM technologies to deliver world-class Technical Support. You will collaborate with the global Support leadership team to define and implement a strategic CRM solution roadmap designed to meet our ambitious Employee productivity and Customer Satisfaction goals.
The ideal candidate will have extensive experience and proven success in defining requirements and managing projects working with SalesForce and/or RightNow, or other CRM systems specific to the Support team. Experience involving enterprise software support best practices, Contact Center solutions, CRM help desk automation, and Technical Support KPI?s/metrics required.
This is a highly visible and challenging position with the opportunity to directly impact the success of the Customer Support organization in addition to influencing the Customer Experience across Good Technology.
This role will be a hybrid role between Project Management and Process/Operations management dependent on the most critical needs of the organization. Responsibilities include:
Project Management (this includes):
Project Management using internal and industry standard project management methodologies.
Responsible for the end to end release deliverables and strategies for upgrade of CRM system including: UAT, training, communications, change management, documentation, etc.
Working collaboratively with cross-departmental project teams to identify best solutions to project and business issues.
Escalating and managing project risks appropriately.
Process Ownership & General Operational Support (this includes):
Working with all relevant stakeholders to define and document processes and policies
Work with Support Leadership and other functional sponsors to clarify and define strategy, objectives, project scope, and business requirements.
Improve the internal user experience and make Good?s Support processes and systems a competitive advantage.
Facilitating the successful rollout and adoption of new systems, processes, etc.
Working with the Customer Support Management team to define key metrics/reports to measure project/process success and/or gaps.
Conducting relevant business analysis to identify best solutions for business challenges.
Supporting existing systems and processes by working with IT, vendors, and internal staff to identify solutions to resolve problems as needed.
Monitoring existing workflow, processes, and industry trends to suggest areas of potential improvement.
Reporting Relationships / Position in Structure
Manager, Technical Support Operations in Sunnyvale, CA
Skills and Experience
Bachelor's degree. With 5+ years of related industry experience.
3+ years previous experience and success in defining user and systems requirements, designing processes, and managing complex CRM projects
Expert in Technical Support best practices with a minimum of two (2) years experience working in Technical Support
Experience in developing programs and processes that directly create customer satisfaction and loyalty.
Self-starter and be able to handle multiple tasks and priorities.
Strong verbal/written communication skills, including an ability to effectively communicate with both business and technical teams.
Proficient at identifying areas for improvement in processes, tools, and techniques and the ability to follow through on implementing these improvements
Strong attention to detail and excellent problem solving skills.
Must be a strong leader who is highly energetic and a motivated team player.
Sense of humor is mandatory
Ideal Candidate Would Have:
Experience managing front-line Technical Support for enterprise software
Worked for a company which earned an industry certification or award for Technical Support excellence
Earned Project Management Institute's (PMI) Project Management Professional (PMP) credential
In depth understanding of the capabilities of the RightNow Customer Service solution and experience implementing and configuring this system
APPLY TO CCOLOSIMO@GOOD.COM
||Sunnyvale, CA |
THIS JOB HAS EXPIRED