The PRISM Group has a full-time opportunity for a Customer Support Manager with our client in Boulder County.This is in an established start-up environment with a client that is experiencing amazing growth.This is a team based environment, open source shop, where every person drives the success of the company.Competitive salary, benefits, and stock options plans.
Requirements:
Candidates must have 8-10 years experience in customer support with at least 3 or more years in a Tier 2/3 organization
Must have managed or held a Customer Support Lead position for at least 2 years or more for a team of 6 or more customer support engineers
Candidates must have the legal authorization to work immediately for any employer in the US without any form of Visa.
Overview:
The most successful candidates will be motivated by providing product support leadership to enterprise level customers and OEM partners from our corporate headquarters. This team member will also be responsible for managing quick resolution of customer escalations through completion.
Managerial responsibilities will include, but not be limited to:
•Prioritize and manage day to day customer support activities
•Plan, execute, track and report on company goals for customer support.
•Develop and manage customer response, escalation and resolution policies.
•Develop and implement metrics and reporting to manage support organization and drive to quick customer resolution.
•Ensure better management and ownership of escalations throughout the organization.
•Manage support organization resources, schedules, projects and priorities
•Develop and deliver appropriate training for internal support team and Partner support organizations
•Develop and maintain tools, knowledge base and support infrastructure for higher quality customer experience
•Solidify OEM support processes and partner training
•Manage OEM escalation process
•Be customer facing point of contact for customer escalations
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It is NOT ok to contact this poster with commercial interests.
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