General Summary of Job Responsibilities:
The Sr. Manager of Customer Support will plan and direct the organization's customer support policies, objectives, and initiatives. The Sr. Manager of Customer Support is responsible for the overall satisfaction of internal and external customers with regards to the support of our client's technology products and services. The Sr. Manager of Customer Support must effectively work well across multiple functional groups within the our client's organization. The Sr. Manager of Customer Support applies the proper knowledge, skills, management, tools, and techniques to manage activities and ensure the successful support of our client's customers.
Manages Day to Day Operations of Customer Support Functions:
· Manages client communications as well as develops/implements policies and procedures to improve customer satisfaction.
· Works closely with management of other departments to address customer issues. Facilitates resolution of product technical problems and addresses customer concerns. Handles escalated customer calls and coordinates resolutions.
· Manages day-to-day Tier I, II and III support processes and provides leadership to the support team.
· Develops and implements metrics to monitor operations and to drive process improvement initiatives.
· Researches, reports and corrects any quality assurance issues.
· Plans and directs all aspects of organization's customer support policies, objectives, and initiatives.
· Participates in the development of new product offerings.
· Identifies key product issues and works in conjunction with Technical Services, ASP Operations, Product Management and Engineering to address issues and improve products.
· Maintains a thorough knowledge of product offerings. Work in conjunction with sales force in meeting corporate goals.
· Develops and maintains a product certification program.
· Develops long-term strategic roadmap for customer support operations including the appropriate resource allocation between in-house and outsourced support resources as well as maximizing the SalesForce.com Customer Relationship Management technology solution.
Customer Relationship Management:
· Develops relationship with customers so they see mutual benefit and value in continuing to do business with our client and view moving to another company as an unwarranted inconvenience.
· Develops and maintains a high level of credibility and accountability within all levels of the customer organization by consistently displaying a high level of:
i. Competence - intelligence and expertise
ii. Character - sincerity and trustworthiness
iii. Dynamism - energy and enthusiasm
iv. Setting and communicating clear expectations
· Ensures that customer expectations are managed in such a way that they can consistently be met or exceeded.
· Manages customers' requests to attain ultimate customer satisfaction.
Supervision & Leadership:
· Recruits and hires competent, qualified staff commensurate with defined job responsibilities.
· Directs the work of subordinate employees, and is responsible for the advancement, promotion and other change of status of subordinate employees.
· Provides staffing to ensure quality services according to contract agreements and budget.
· Ensures that staff is oriented, trained and the competence of staff is assessed (including but not limited to ROI & HIPAA), maintained, demonstrated and improved continually. Training is conducted according to the national training program and as needed.
KNOWLEDGE / SKILLS / ABILITIES: Essential Job Functions
· Must have record of effective leadership, management knowledge, and administrative skills required to oversee, manage, organize and direct a workforce.
· Must have proven ability to effectively communicate, verbally and in writing, with a wide range of people, including ability to communicate pertinent information / present oral briefings to management and employees, and to collaborate with other disciplines both within and outside of our client's offices.
· Ability to work professionally, effectively, sympathetically, and harmoniously with co-workers, supervisors, customers, etc., and, at times, emotionally upset or hostile customers, vendors or employees. Must demonstrate excellent and effective customer service orientation.
· Ability to understand and become knowledgeable of Release of Information business standards, policies & procedures and HIPAA regulations and to complete work in compliance of these.
· Ability to exercise discretion and independent judgment with respect to primary duties and matters of significance; ability to perform complex professional tasks independently and develop innovative solutions for multiple customers.
· Ability to travel approximately 10% of the time.
· Ability to operate a motor vehicle and have a valid and current driver's license in good standing, acceptable driving record, automobile liability insurance and minimum automobile insurance as required by State law on a personal vehicle that is used to conduct company business.
Experience: A Bachelor's degree in Computer Science, Software Engineering, Information Systems or equivalent. At least 6+ years of Technical Support experience and 4 years of management experience. Must have working knowledge of Networking, Internet, Client/Server technology, and web based technology. Microsoft and/or Oracle Certifications a plus.
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