Job Summary
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Versata provides enterprise software solutions that deliver business results, performance and scalability while dramatically reducing IT spending. Versata’s patented solutions decrease IT expenditures by reducing hardware and associated maintenance, leveraging open source technology, and accelerating value delivery to business customers.
Key Responsibilities:
Be part of the Support management team to define the Versata Customer Support strategy
Lead and drive Support internal projects
Drive innovative changes that improve support-related processes. Identify and address any gaps in internal tools and processes
Encourage proactivness, self-sufficiency and outside the box thinking within the teams
Coach and mentor teams and team leads
Review team results and metrics and provide appropriate feedback to teams and team leads
Lead hiring of new team members and ensure the teams stay within cost structure
Lead the integration of newly acquired support teams into Versata (e.g. support offerings, team structure)
Regular communication to team leads and teams to ensure their engagement and motivation
Lead the team by example
Define personal goals including career path and growth and conduct regular one on one’s to review ongoing performance.
Coordinate global team resources to provide 24/7 support ( time zones, vacations, holidays )
Act as point of contact within the escalation process for all critical issues
Drive productivity and performance to overachieve on Versata Customer Support goals (e.g. metrics, SLAs)
Provide regular reports to the management team on productivity and performance
Build relationships with cross functional teams
Collaborate with the Development team on customer issue prioritization
Manage difficult customers effectively and professionally
Demonstrate an increasing level of customer care skills
Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting
Ensure support communication is professional and useful to customers at all times, delivering service that provides value and contributes to the customers’ success
Identify and address knowledge gaps, ensure common understanding across the team
Required Skills & Experience:
5+ years experience in a technical Customer Support leadership position, ideally with a technical background
Usage of CRM (Salesforce preferred) system and workflow design and implementation
Knowledge Centered Support experience
Experience with working in and leading virtual teams
Fluent in English (Oral and written)
Degree in Computer Science or equivalent experience/education
Must comply with our Data Security policy and provide their own computer
Personal Attributes:
Self-starter who can work on own initiative
Problem solver who thinks outside the box
Likes working directly with Customers
Results driven – Customers Success is always front and center
Thrive on working with complex and challenging technology
Compensation: Total compensation is $15/hr, annual $30K for full, noncompete, 40 hour work weeks
Location: Global (Remote)
To qualify, show us who you are. First, please provide a resume/ CV demonstrating the required experience and skills. From there, to help us find the top 1% of talent, we ask that you first complete a relatively short online skills assessment test.
Are you up to the challenge?
:
Customer Support leadershipSalesforceCentered SupportCRM
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