Job Description
SugarCRM is looking for someone who is incrediblypassionate for delivering an excellent customer service experience. Your confidencelends well to the ability to lead teams and deliver from day one while owningour customers’ overall support experience, delivered by multiple teams acrossthe globe.
Your job would be to ensure support teamgoals are met and processes followed. Implementing and utilizing industry bestpractices and process improvements to drive support costs down and improvecustomer satisfaction. You have incredibly high motivation and desire to dowhatever it takes to help our customers and our company succeed.
Our goal is to build a world-class successorganization that is driven in an employee-first mentality. Provide your team members with the tools tosucceed and trust them to deliver resolutions in the best interest of thecustomer.
Serve asa manager, mentor, knowledge resource, and escalation point for your support organization including managers and team members
Directs process and reporting activities for department toinclude financial, productivity, and quality compliance. Oversees the reportingprovided to senior management
Be the customer’s advocate by following up on their problems,issues and concerns. You are thechampion and voice for the customer’s causes internally
Manage systems and procedures to log all calls through a central number that classifies,prioritizes, routes and tracks the inquiries through the lifecycle of thereport
Create anefficient escalation procedure to fully leverage tiered support resources, andreduce the impact on QA and development resources.
Help developsystems that identify potential recurring product and customer issues in aproactive manner to avoid "code red" situations
Identify and implement key callcenter operational and performance metrics to measure business success.Develops key metrics and measures performance against strategic and tacticalmetrics
Develop business models, business cases, and forecastingtools in support of various strategic initiatives. Responsible for the updatesto the headcount and forecasting models in conjunction with Finance
Drive operational efficiencies, best practices and otherimprovement initiatives with senior management. Acts as customer advocate forprocesses, metrics, measurements and tools developed for management of thebusiness
Interface and collaborates cross-functionally to maintaincommunication among other departments. Assists in the development of overallobjectives and long-term goals
Directly leads a team of functional managers.
Qualifications and Skills:
Any combination of education, training and experienceequivalent to a bachelor’s degree in business administration or related field,with significant (minimum of five years) of direct management in a call center
Knowledge ofdevelopment methodologies, life-cycles, and use of development tools in asupport capacity
Ability to attract,hire and retain high-performing support professionals
Extensive experiencemanaging support interactions with R&D and PMs
Demonstrated strongwork ethic and advanced organizational skills
Experience managingoutsource Support partners
Familiarity with usingCommunities to support developers
Experience with supporttools and phone systems
Experience working withISV and/or SI partners
Ability to understandand escalate issues efficiently and appropriately
Ability to develop anddeliver creative business solutions for complex problems
Ability to work effectively with all levels of anorganization including senior management, finance, technology, and call centeragents
Extensive knowledge of contact center operations and keymetrics – ACW, service levels, ABA, FCR, CSAT, DSAT, response times,utilization
Knowledge of contact center best practices and ability tomanage to a high performing center per ICMI and COPC standards
Excellent communication, written and oral skills. Musthave the ability to translate complex, abstract subjects into simple, concreteand actionable concepts
Desired Skills:
Previous experience at Directorlevel or above, leading and scaling the global customer support functionin a rapidly growing software company
Experience in a SaaSenvironment
Experience with CRM and/oreBusiness applications and web-based programming languages/technology
Experience with clientescalation management
Experience withmobile and web-based software technologies
Can help buildonline, on-demand training and support materials to better support the expanding customer base and accelerateenterprise adoption
Ability tomanage global support for multi-product portfolio
Strong analytical, P&L,financial planning/forecasting experience
Apply Now - Resume or CV with Job Post Title
Email: jobs@aarenconsultants.in
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