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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