Technical Support Manager - Client ServicesPosted: November 5, 2009
Our client is seeking a Technical Support Manager to lead and manage a team assigned to deliver highest level of service to large diverse base of enterprise software customers. Responsibilities for this role include performing the following duties: * Maintain necessary communications, plans, and processes to work with counterparts internally and customers externally to deliver high quality support, enhancement, and modification for highly successful software suite * Obtain a clear understanding of the customers business needs and processes and be involved in their strategic and tactical technology plans * Manage all activities required to support and maintain customers software and resolve issues that need immediate attention * Ensure the clients continued satisfaction and that the software is being best utilized to maximize their revenue growth * Work closely with the customer base to establish annual budgets, and coordinate contracts and related administrative details necessary to support ongoing software projects Requirements: As the successful candidate, you will meet the following requirements (items are required unless noted otherwise): * Related degree with 8-10+ years of Customer Relations experience (preferably at the management-level within the software industry) * High-level of customer facing expertise * Proven background of managing a highly effective and efficient technical support organization * Thorough understanding of the concepts, practices, and processes needed to support highly configurable web-based applications * Proven ability to plan and manage medium to large support and maintenance projects * A highly organized and dynamic individual able to work a fast paced, challenging environment with the ability to prioritize, delegate, and handle multiple projects at a time * Excellent verbal and written communication skills * Excellent client presence (desired) Please refer to job code 1696AQG950683P199 when responding to this ad.
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