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Manager Customer Experience
Brand: SumTotal
Req#: 454098
# of Positions: 0
Updated: 12/05/2017
Job Type: Regular
Location: Hyderabad India
Category: Support
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Job Description

The Manager, Customer Experience at SumTotal is responsible for managing a team of customer support account managers to provide world class service and post-sales support to SumTotal’s customer base. The successful candidate will be experienced in leading and developing teams within an enterprise product environment. The Manager at SumTotal will play a critical role in assisting the SumTotal customers and Support leadership with day to day operations and provides both tactical and strategic operational guidance to the team

People management

·         Manage and develop individuals to ensure that the balance of skills and experience within the team meet on-going business needs/objectives.

·         Motivate and develop the team to ensure that the overall output and quality of the service provided by the team is within specified levels

·         Manage and motivate business resources to meet objectives

·         Manage staff performance by setting performance targets and internal benchmarking levels

·         Ability to apply resource management strategies to develop efficiencies and increase productivity.

·         Ability to manage a globally dispersed team effectively.

 

Organizational Knowledge

·         Develop deep understanding of organization in order to obtain key program objectives through cross functional teams

·         Experience in facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use

·         Strong understanding of customer support processes and technologies in an enterprise software organization

·         Partner with the leadership and management team to design, develop and implement an effective customer experience organization operating model

Strategic Development and Planning

·         Improve processes within the department to increase the level and quality of service provided to customers

·         Brainstorm, develop and implement customer experience programs effectively through resource management and collaboration strategies

·         Provide collaborative and consultative leadership, providing oversight and guidance for business needs

·         Remain aware of new product developments and tactical direction to the business on customer service and support challenges

·         Liaison with the internal functions including sales, product management, engineering, services, and other functions on behalf of customer needs.

Skills/Requirements

·         Demonstrated ability to manage client relationships and execute on complex business strategies, achieving measurable results – be the trusted partner to customers

·         Team handling experience/expertise

·         Excellent communication skills

·         Strong customer service focus

·         Ability to communicate at different levels at the organization

·         Diligent in generating and interpreting metrics, and suggesting process improvements based on data

·         Able to groom team-members to help them grow to the next level

·         Confident, professional and courteous communication with customers

·         Experience building process improvements and knowledge transfer amongst the team.

Minimum  8 years’ experience in enterprise software support  environment 





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Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law