Role : Customer Support Manager - Salesforce
Job Requirements :
- 10+ Years of experience with 5+ years experience managing 10+ person enterprise software customer service teams - including help desk support teams (phone and email-based) - with a track record of customer reported excellence across multiple products and technologies
- Strong Salesforce Admin Experience
- Exceptional communication and relationship-building skills, high emotional intelligence, and proven ability to thrive in high growth, global, virtual environment are essential
- A deeply operational mindset - you dive into specific tickets and have an ability to understand the core of any operational issue by having an understanding of the details.
- Familiarity with software engineering and IT processes and tools
- Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve their experience - you are a customer advocate of the highest order
- Can work remotely and open to work in US Shift
Responsibilities :
- Full operational management of L1 and L2 support agents with team leads reporting to you.
- Create/Maintain customer support org to serve customers 24x5 and over weekends.
- Define/Maintain right set of SLAs and work constantly to achieve customer success goals.
- Define/maintain processes to install right technical/communication skill set in team members.
- Define/Maintain SOPs/Solutions to increase the FR SLA.
- Lean methods for maximum efficiency.
- Daily - Pair Support - program assignments that drives us towards a state where every agent supports every product
- Weekly progress driving customer success as measured by increased NPS scores
- Quarter over quarter improvement in team quality and productivity through weekly goal setting and execution
a) Cross Team interaction
- Cross-functional rollouts of business wide programs to drive our customer's success
- Participate in daily/weekly/monthly management meetings to present key hurdles/challenges/successes with core group.
- Arrange regular training of new releases of products and make sure team is well equipped with guides & required materials
- Interact with Sales team to clear hurdles in key deals or offer help wherever required to close the deals
b) Personal Goals
- To Keep yourself up to date about Organization Goals, Challenges.
- To keep yourself up to date about Product releases and dependent technology knowledge
- Personally handle portfolio of key customers to make sure that support quality is at par.
c) Team Performance
- Conduct regular training sessions for team yourself or through trainer to groom the team.
- Plan quarterly person oriented activity calendars to give team chance learn things.
- Create performance plan for team as per their skillset and guide them to define/achieve their career goals.
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