Cognizant is looking for an experienced Director of Customer Support to join our winning Customer Support team. This role will manage and contribute to multidisciplinary cross-functional projects to support and enable continued customer success across our global customer base.
The person in this role will work with functional teams across the organization. Our ideal candidate is someone who has broad business acumen, has successfully led global customer support to the delight of both the customer and organization, readily takes initiative, and understands stakeholder requirements in context of business objectives while factoring in localized support requirements. It is preferred that the qualified candidate reside within the St. Louis, MO geographic area and must be able to travel up to 30% as required for business. If not in the St. Louis, MO area, the qualified candidate may work remotely from home and must be able to travel up to 30% as required for business.
· Partner across the customer support team to maintain and improve upon a 95% + customer satisfaction score
· Work closely with the Manager, Customer Support to continue the development of our world class support organization
· Identify and create the strategy to grow Cognizant / TriZetto support of our user base
· Define and develop a ‘follow the sun’ support structure that enables Cognizant / TriZetto to deliver support services for our user base
· Expand executive level reporting metrics that ensure all focus is on customer satisfaction
· Work closely with Sales and Product Development organizations for reporting on user experience
· Partner with senior leadership in Product Development, Product Management and Customer Experience to ensure the best user experience based of metrics
· Develop a methodology and practice to ensure our online community continues to answer questions for our diverse user base
Required Qualifications:
· 7+ years minimum managing and leading supervisors/leaders in a customer support organization in a business to business global software company
· Experience with a subscription based revenue model
· Outstanding customer service skills and a demonstrated ability to transfer your knowledge to peers or direct reports
· Extraordinary leadership, coaching, and development
· Sound Judgment, problem solving, and decision making ability
· The ability to plan, execute and deliver multiple projects while staying organized
· Excellent business writing skills
Required Education:
Bachelors Degree required – MBA preferred
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