Senior Customer Support Manager
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As a Senior Customer Manager at STATS you will be responsible for leading, supervising and mentoring a group of customer support technical resources that are working with clients and product related issues – whether it's answering questions, troubleshooting issues or escalating customer alerts. You will oversee and be a member of the "Best in Class" STATS support team – working to resolve customer issues and to improve customer relationships 24/7/365.
What You'll Do:
- Oversee all aspects and resources for the global STATS 24/7/365 support team
- Lead teams of internal resources and external partners that are responsible for consistent operation support and high availability
- Leads with a continuous improvement mindset that consistently identifies and implements changes to improve the effectiveness and scale of the support team.
- Manage non-urgent issues, coordinating closely with engineering, account management, technical account management
- Continuously improve support processes to ensure customer satisfaction and oversee documentation of processes
- Manage support side CRM tool, generate reports/dashboards for senior leadership
- Coordinate closely with engineering, account management, technical consultants on behalf of customer issues and needs
- Design, develop, and implement training programs to ensure the employees and customers are able to understand and interact with system and process changes
- Provide collaborative and consultative leadership to functional business areas
- Lead the team to participate as a subject matter expert in key projects such as release readiness programs /technology changes/upgrades
- Deep analytical skills for review and development of quality and training program work plans
- Partner with the leadership and management team to design, develop and implement an effective support organization operating model
- Manage staff performance by setting performance targets and internal bench marking levels while managing a globally dispersed team effectively
What You'll Need:
- Bachelor's degree or equivalent in a technical discipline
- 8+ years' experience in a technical support role, with 3+ year of experience in a managerial position
- Strong project and relationship management skills
- An ability to efficiently and effectively solve problems
- Excellent communications skills, both verbal and written
- Strong organizational skills with the ability to work within a cross-functional, fast-paced team
- Familiarity resolving complex customer issues
- Ability to apply resource management strategies to develop efficiencies and increase productivity
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