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Director, Managed Services
Internet Industry Company
San Mateo, CA, United States
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Description
Director, Managed Services
The Director, Managed Services is responsible for ensuring the success of our customers by effectively managing a team of Managed Services Engineers to deliver administration services, associated support projects and processes. This role involves managing case assignment and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class technical support services.
Primary Responsibilities Include:
• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective and timely technical solutions to our customers.
• Effectively deliver on the Managed Services pipeline with Customers by effective scheduling, and ensuring satisfactorily completion of submitted requests.
• Ensure the delivery of high-quality technical and soft-skills training for direct reports.
• Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.
• Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
• Manage workflows and schedules for direct reports and ensure adequate workload coverage.
• Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
• Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.
• Develop and maintain Support procedures and policies.
• Advocate for customers and define ways to continually add value to the customer experience.
• Serve as a manager, mentor, knowledge resource, and escalation point for Tier 2 Support employees; Build credibility and trust within the support group.
Required Skills/Experience:
• BA or BS required.
• Minimum of 3 years managing technical support professionals or services Professionals. Minimum 5 years of experience in a technical support or services role responsible for delivering customizations or administration services.
• Experience with support tools and phone systems.
• Excellent written and verbal communication skills.
• Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.
• Solid, functional Company website application knowledge.
• Ability to understand and escalate issues efficiently and appropriately.
• Demonstrated strong work ethic and advanced organizational skills.
• Ability to develop and deliver creative business solutions for complex problems.
• Ability to effectively work with tight schedules and fast paced environment.
Experience/Skills Desired:
• Ability to attract, hire and retain high-performing support professionals
• Functional or technical Company website application knowledge.
• Experience building or managing Developer Support teams.
• Ability to develop and deliver creative business solutions for complex problems.
• Ability to effectively work with tight schedules and fast paced environment
About Company
Company, the category-defining Quote-to-Cash software company, drives the vital business process between the buyer's interest in a purchase and the realization of revenue. Utilizing a patented combination of SaaS-based applications, the Company Intelligent Cloud maximizes the entire revenue operation by driving behavior and providing prescriptive data to company decision-makers. Company offers enhanced Configure Price Quote (CPQ), E-Commerce, Contract Management, Renewals and Revenue Management solutions on the world's most trusted cloud platforms, including Salesforce and Microsoft Azure. Company is based in San Mateo, California, with additional offices located across the globe. For more information visit: Company website
No Recruiting Agencies please.
This position description is intended to describe the duties most frequently performed by an individual in this position. It is not intended to be a complete list of assigned duties but to describe a position level. Furthermore, the essential functions are listed above and reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act. Company is an Equal Opportunity Employer.