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Director of Premier Customer Support
Brand: SumTotal
Req#: 467569
# of Positions: 0
Updated: 04/10/2018
Job Type: Regular
Location: Nashua NH
Category: Support
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Job Description
SumTotal Systems, LLC, is the largest independent provider of integrated HR applications and the only provider to deliver Talent Expansion™, a whole new approach to discovering, developing and unleashing hidden potential within our customers’ workforce.

SumTotal has nearly 30 years of learning and HR software experience. High-performing organizations recognize that learning and development are core to their business success and overall talent management and workforce initiatives. That’s why more than 3,500 organizations, including many of Fortune’s “Best Places to Work,” rely on SumTotal’s on-premise and cloud-based applications to enable their employees.
About this role:
The Director of Premier Support is a critical support leader for SumTotal System’s most strategic global customers. A successful candidate should understand how to set strategy, create accountability and operational metrics, and execute as a part of a global, 24x7 organization. The core responsibilities include: Team management in multiple Technical Support Centers, case/customer escalation management, customer retention, technical and soft skills training, process improvement, and cross functional/departmental program and project management.
Duties & Responsibilities:
• Refine strategic and operational objectives for providing technical support to SumTotal’s Premier Support customers that align with our business objectives
• Monitor and communicate cross functionally customer sentiment
• Monitor the operating budget to ensure optimum utilization of resources
• Identify specific, measurable quality standards that can be monitored and reported effectively to both internal and external stakeholders as appropriate
• Manage the team and individual performance, technical, and skills development
• Develop, manage, and improve standards and procedures within the team
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate. Set clear objectives, evaluate progress, and instill a high performance culture with focus on team work, service excellence, and ownership for resolving customer issues
Skills & Requirements:
• Bachelor's degree in Computer Science, Information Systems, Industrial Engineering, or other technology-related degrees
• 12+ years of work experience leading Technical/Software Support operations

Preferred Qualifications:
• 7+ years of management experience at the Enterprise Software level
• Experience developing change initiatives within a fast-paced services environment
• Experience building process improvements and knowledge transfer amongst the team
• Experience in technical support case escalation management




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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