About this role:
The Director of Premier Support is a critical support leader for Skillsoft/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 Skillsoft/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
|