Skillsoft
Director of Premier Customer Support
Brand: Skillsoft
Req#: 467949
Updated: 04/09/2018
Job Type: Regular
Location: Fredericton Canada
Category: Support
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Job Description

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





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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