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We are looking for Operation and Support Manager for one of our clients - an IT software company, with international projects.
We are passionate about providing superior customer service and operational excellence for our customer and revert to our service employees as ¿¿¿customer advocates¿¿¿ as they are required to build relationships with current customers with regular contact. One major success factor in our business model is our high customer renewal rate, which is an essential part of our financial success. We are seeking a candidate with a proven track record to manage our Customer Service and Operations departments, providing leadership and team building to our current group of exceptionally dedicated employees. Create a world-class customer support experience from self-service to assisted support, as well as a balanced scaling of our Software as a Service global platform.
Responsibilities:
- Become the ¿¿¿Leading Star¿¿¿ of the Customer Service and operations departments
- Reports on department SLA performance for senior management
- Develop procedures to meet the needs of the department and company
- Develop staffing allotment plans to meet the anticipated growth needs of the business
- Become an evangelist for our software and business practices to resolve customer issues
- Maintain relationships with a small number of key strategic accounts
- Provide guidance and framework for required business processes
- Talent management
- Manage Critical Customer escalations
- Optimize the customer support funnel for overall customer satisfaction and retention while minimizing cost.
- Proven experience working with Software R&D departments
- Proven Track record in managing scalable, consumer-facing support organizations, ideally at a high-traffic Internet site
- Proven leadership skills within support teams and influence across multiple teams
- Experience leading change and inspiring teams with an exciting future vision
- Proven project management skills
- Strong analytical skills and a passion for metrics (SQL knowledge desirable)
- Obsession for optimizing customer experience
- Proven management experience of a minimum of 5 years with responsibilities for Customer Service, Operations or Development department.
- High level of knowledge and experience with Customer Service and Operational Environments.
- Knowledge of Cloud Computing environments a big plus
- Thorough practical experience and workable knowledge with Windows, Linux and UNIX operating systems.
- Management level workable knowledge with ITIL desired
- Exceptional communication, organization and leadership skills from international organization
- Self-motivated, solution-oriented and customer-focused attitude
- English skills at negotiation level
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