Support Project Manager BigMachines
About The Company
BigMachines is the global leader in delivering cloud-based mission critical applications to the Fortune 2000. Our industry-leading solutions help companies Sell More and Sell Faster, configuring, pricing, and quoting their complex products.
For the fourth consecutive year we had two great distinctions: landing on the "Inc 5000 list of Fastest Growing Companies" and being voted #1 on Salesforce's AppExchange. BigMachines also just delivered another record-setting year in bookings, revenue, profitability, and customer acquisitions. We do all of this while managing to maintain an industry-leading 95% customer retention rate.
We are looking to add exceptional talent across our entire company of great people who play hard as a reward for working even harder. At BigMachines, we thrive on using unique and unconventional methods to drive remarkable employee success. (We might have an amazing reputation, but we?re not above taking breaks for cheesecake bake-offs and Nerf gun battles.)
We are committed to hiring really smart, hip and altogether fantastic people who are intellectually invigorated and inspired by advancing their careers.
Please note that aptidude testing is required of all candiates.
The Support Project Manager is an integral communication portal to our customers, helping ensure customers achieve world class support with their BigMachines Platform. They work with directors, executives and Admins to drive support related issues to resolution. They will be responsible for reaching out to customers and being the front line to customers who have support related work in progress. They will be organizing customer update meetings, creating reports and dashboards to monitor top value customers, monitoring escalated customers, creating announcements, and proactively reviewing and updating Support processes to improve customer satisfaction.
Participating in security training provided by BigMachines
Supporting client retention by maintaining team communication with new and current customers and escalating issues as appropriate
Communicating and coordinating activities with sales, development, operations, and customer support teams to drive results towards a common goal
Creating and presenting detailed reports to management of client companies
Managing key customer relationships; this includes interactions at an executive or senior management level
Ensuring adherence to Support Services processes, providing feedback on best practices & process improvement to increase services capability; may lead specific improvement projects
Leading and Mentoring team members through continuous feedback on performance improvement
Ensuring team adheres to customer commitments and team goals by being the first point of escalation within the Customer Support department
Performing other duties and responsibilities as assigned by Management
Adhering to all BigMachines security policies, standards and procedures in the performance of job duties
BA or BS from a reputable 4-year college or university
Expertise in relationship building and relationship management; prior experience in a heavily client-focused role is strongly preferred
Excellent organization skills ? particularly, the ability to effectively balance multiple projects at one time in a fast paced environment
Project Management experience
Strong business acumen
Proven ability to communicate with multiple audiences in written, verbal, and presentation formats
Excellent strategic, problem solving, and organizational skills
Strong focus on customer satisfaction
||Deerfield, IL |