Support Operations Manager Consona
THIS JOB HAS EXPIRED Department: Customer Support
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APTEAN: YOUR SUCCESS. OUR PASSION.
More than 9,000 customers around the world rely on Aptean to give them a competitive edge. By providing innovative, industry-driven enterprise application software, Aptean helps businesses to satisfy their customers, operate most efficiently, and stay at the forefront of their industry. With extensive knowledge and clear technology leadership in focused industries, Aptean's software enables its customers to transition from being merely competitive, to becoming market leaders. This competitive edge?The Aptean Edge?is born from solutions reflecting industry best practices, and services that are specifically focused on helping customers meet their individual business goals, profitably. To deliver on our customers? goals, our whole operating ethos is underpinned by:
INTELLIGENCE: We work in partnership with our customers to support the realization of their business ambitions. Our solutions and services are high-quality, practical and meet/lead to specific outcomes.
INTENSITY: We work with vigor and enthusiasm. We are energetic, dynamic and responsive to customer needs and our approach to work.
INTEGRITY: We are honest, forthright and operate with integrity. We deliver results.
Basic Purpose: The Support Operations Manager primary function is to ensure consistency and efficiency across support operations for all Aptean products.
Support Standards and Continual Process Improvement: Research, develop, publish, maintain and improve support processes. Communicate process issues to the organization and contribute ideas for process improvements/innovations. Also provide leadership in the selection of appropriate tools, techniques and methodologies, particularly in their suitability to specific support needs. Manage the Aptean Triage Program and adapt it to ensure it is viable.
Shared Support Service: As directed by the VP of Support and Education, develop, manage and execute support projects that are cross-product in nature.
Reporting and Measuring: Charged with maintaining and reporting on all support operations metrics. Roll out the bi-annual NPS survey and facilitate communication to customers post survey.
Liaison with Key Stakeholder Groups: Establish open and collaborative dialogue with the Product Management, Development, Services, QA and Sales teams to keep abreast on company initiatives, product releases and services projects to best manage impacts on support delivery.
4 years progressive hands-on experience in all aspects of software support.
Requires Bachelors degree in Business or Computer Science or 4 years of proven business experience. Masters degree a plus.
Competency and knowledge in the areas of project management. Support team leadership a plus.
Must be hands-on, able to multi-task, lead by example, results focused, customer service oriented, and committed to continuous improvement.
Superior communications skills required (verbal and written)
Self-motivated and resourceful
||450 East 96th Street |
Indianapolis, IN 46240
THIS JOB HAS EXPIRED