Customer Support Operations Manager
The Customer Support Operations Manager is responsible for the operational success of the Customer Support organization. They are chiefly responsible for incident communications, business tools used by Customer support, as well as dashboards and reporting.
The Customer Support Operations Manager will build and maintain relationships at all the highest levels across the Sales; Professional Services; Support; Datacenter and Product organizations to assess and drive key tasks and cross-functional activities.
Role Impact:
Vertafore develops and delivers software to the Insurance industry, helping our clients in how they help their clients. In order to develop and maintain relationships through partnering with customers, the Customer Support Operations Manager will be immediately involved in the following:
- Manage internal and external communications during outages and service interruptions, including post-resolution follow up communications
- Administration of interactive voice response system and call queues
- Organization and execution of team member scheduling. This effort is a partnership with Customer Support leadership
- Responsible for the creation and ongoing management of reporting out of the Customer support organization. This is both the curation of reports and the ability to analyze and draw action items from the data
- Management of Customer Support’s relationship with Vertafore telephony
- Optimization of Customer Support processes
- Provide effective executive level status updates and metric reporting on a regular basis regarding strategic accounts and customer escalations
Skills & Requirements
Experience:
- Bachelor’s Degree or the equivalent experience
- 3 – 5 years of customer engagement experience in service or support functions
- 3 – 5 years of experience in a technology environment
- Experience in leading through significant process, organizational and system changes with positive results
- Strong written and verbal skills with proven ability to make effective presentations to C-level executives as well as Vertafore business units
- SalesForce experience required
- ServiceCloud experience preferred
- New Voice Media experience preferred
- Ability to drive, communicate & influence cross-functional matrix team
- Excellent presentation skills
- Good decision making and problem solving skills – ability to make sound judgments