Global Customer Software Support Manager

Profile

The Robinson Group has been retained by a global software company to add a key new employee to their team.
The company is well respected, has a great culture, and is continuing to grow.
Competitive base salary and bonus.
Please send your resume to ****
to start the discussion.
Global Customer Software Support Manager
Will provides leadership to a team of global Customer Support Engineers to rapidly respond to and resolve customer requests related to the performance of their deployed software solutions. Will evaluate customer satisfaction and other variable factors including operational efficiency, business priorities, regulatory and quality considerations. Frequently interacts with internal and external senior managers and executives. Passionately fosters innovation and participates in building a learning organization. Facilitates the mentoring of staff on technical and product knowledge and company operating procedures.
Primary Responsibilities
Manages the day-to-day operations of the global Customer Support department of 10 professionals, being the primary point of escalation contact for customers with technical support issues or requests related to company's products and services.
Ensures that appropriate staffing levels with the required skills are maintained at all times to fulfill the support needs and priorities of a rapidly growing global customer base
Coordinate efforts from resources across the company's functional areas and outside vendors in order to ensure the customers' support requirements are addressed in a timely manner to the highest quality standards.
Mentor and guide the team to rapidly resolve issues, report and track time accurately, and respond in a highly professional positive manner in all their interactions with internal and external customers.
Acquire and maintain a working knowledge of the enterprise software portfolio of solutions.
Assess hardware, software and network related issues on customer systems and coordinate/facilitate remedial recommendations
Stay abreast of the latest B2B software technology advances through continuous education
Collaborate with other internal and external groups on solving complex technical and business issues and developing innovative solutions
Minimum Requirements
·
Minimum of 10 years enterprise software support related professional exp with 5 yrs in people management
·
Ability to build relationships to support the evolving needs of customers,employees and the business
·
Experience in technical account management or project management roles with direct or matrix supervisory responsibility for 10 or more employees
·
Experience and in-depth knowledge of Case Management tracking tools
·
Experience and working knowledge of Call Center technologies (ACD, CRM, CTI, etc), scheduling, staff utilization and tracking tools and methods
·
Technical knowledge base in current software technologies such as object oriented (preferably Java/Oracle)
·
Experience in business productivity software,eg: MS Excel, MS Word, MS Project, MS Power Point, MS Visio, etc.
·
Knowledge and experience with SDLC standard practices, methods and tools as well as Agile.
·
Ability to achieve results and meet goals in a fast-paced, rapidly changing team environment
·
Ability to make decisions and assignments based on interpretation of technology data, product knowledge and assessment of required skills
·
A demonstrable track record of advanced client relation skills at senior levels
·
Service StrategiesT Certified Support Supervisor / Certified Support Manager certification or ability to obtain certification upon hire
Other Desired Qualifications
·
Experience in managing culturally diverse, globally dispersed teams
·
Experience with Continuous Improvement thinking, methodologies and tools.
·
Certifications, or experience in Lean, Six Sigma or PMBOK
James Oliver
The Robinson Group
3409 West Chester Pike
Ste 102
Newtown Square, PA 19073
****
****
Web: ****

Company info

Sign Up Now - ManagerCrossing.com