Job Title: Senior Manager, Global Customer Support
Job Description:
The Senior Manager, Global Customer Support will have a passion for delivering extraordinary customer experiences and leading a team of highly skilled customer support specialists. They will possess strong leadership skills and have a proven track record of managing high performing teams in fast-paced environments. The Senior Manager must have profound knowledge and experience in managing and exceeding support KPI's and critical support metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
In this role you will...
- Lead efforts to hire, develop, and build a technical team.
- Capacity planning, gap analysis, and data driven outcomes.
- Participate in regular operational reviews to identify problems and gaps in service delivery.
- Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
- Own and bring to conclusion to customer escalations by working with cross-teams to drive quick resolution and maintain high customer satisfaction.
- Own management of dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
- Represent the Cornerstone product effectively with customers.
- Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
- Manage to the company and department's vision, mission, and values.
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You've got what it takes if you've got...
- Bachelor's Degree, or equivalent experience required.
- Minimum of 6 years' experience in a customer support manager role.
- Experience managing Enterprise support in a large and complex environment. LMS experience a plus.
- Proven capability of having successfully delivered on support metrics and managing a support team to high productivity.
- Customer first mind set and a "Get it Done" attitude are critical success factors for this role.
- Demonstrated ability to provide exceptional customer care.
- Proven ability to create and implement programs to drive efficiencies.
- Ability to lead change by effectively building commitment and winning support for initiatives.
- A trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards. Strong analytical and problem-solving skills.
- Excellent communication skills, both oral and written.