23-08-2011 | EXPIRA LA 22-09-2011
Job expirat
* You will implement the vision, direction, and culture of customer care in the Business Catalyst organization ensuring customer retention and improving customer satisfaction.
* You will plan and implement the learning resources strategy for Business Catalyst, including online documentation, knowledge base, self-help forms and other type of documentation.
* You will have overall accountability for the customer care team’s performance, creating a culture and a set of processes to insure efficient customer care.
* You will be responsible for the day-to-day operations of the customer care team driving the delivery of superb phone, email, chat, social networks support, and ensuring that support SLAs are met and that quality targets are reached and maintained.
* You will ensure that knowledge management and data capture processes are adhered to by support agents, in order to issue reports and reuse existing information efficiently. By using the insights gained from reports on SLA targets, numbers and types of request, you will identify root causes of issues and improve systems and services, including enhancing the self-help systems.
* You will put in place processes to log and categorize support issues and you will feed back recommendations to the Business Catalyst management for product improvement.
* You will create and maintain a customer care network program for our partners, enabling them to directly provide quality customer support.
* You will recruit, lead, motivate and develop the 24/7 customer care team with a highly technical profile in web development technologies and work closely with a global product development team in US, Australia and Romania.
* You will provide direction, coaching, mentoring to the Customer Care agents in the performance of their duties to enable a self-driven, customer-focused and innovative team.
* You will budget, forecast and report on customer support expenses. You will be responsible for reporting results and presenting plans to senior management.
* Absolute passion for ensuring a world-class customer experience with every contact.
* Understanding of recent evolution in community support (getSatisfaction.com) and desire of building a community around our product is a big plus.
* Proven record of achieving significant improvements in customer satisfaction and customer retention indicators.
* Bachelor degree in Computer Science and Business Administration or related field.
* 7+ years experience in customer service preferably technical support, including 5+ years in managing a customer care team.
* Analytical and detail-oriented with excellent troubleshooting and problem-solving abilities. Process driven with good attention to detail, excellent organizational skills.
* Demonstrated understanding of and experience with customer care best practices.
* Hands-on experience managing customer care operations using a CRM, and experience with Software-as-a-Service (SaaS) is desirable.
* Fluent English, impeccable written presentation skills, strong leadership skills. Self-motivated with an ability to take initiative in a challenging, fast-paced environment.
* Flexible working hours that need to accommodate communication with multiple time zones: US, Australia and Romania.
We offer the opportunity to build a career in a rapidly expanding software company, working with international technology groups. Excellent benefits package including Stock Options Plan, Medical and Life insurance, and more.
Adobe believes personal fulfillment and company success go hand in hand, sustaining one another. In fact, our dynamic, rewarding working environment is well known - including eight years on FORTUNE magazine's "100 Best Companies to Work For" and other, similar accolades. By hiring the very best and brightest, Adobe continues to be a simply better place to work - creating a dynamic environment today and providing incentives for future achievement.
Adobe s office in Romania serves as a Research and Development center and focuses on improving Adobe products such as Dreamweaver, Flex and AIR, and researching related web technologies. The center also provides Adobe with greater access to the business community and the expertise in the growing Eastern European market.
You will find here a Research and Development Center with passionate, exceptional and unique individuals who use their skills to shape the next web technologies. You will be a part of a dynamic and rewarding work environment which is well-known around the world. You will discover the excellent benefit plans and challenging programs at Adobe. Adobe believes personal fulfillment and company success go hand in hand, sustaining one another. In fact, our dynamic, rewarding working environment is well known including seven consecutive years on FORTUNE magazine100 Best Companies to Work For and other, similar accolades. By hiring the very best and brightest, Adobe continues to be a simply better place to work creating a dynamic environment today and providing incentives for future achievement. Adobe is an equal opportunity employer.
