Customer Solutions Manager

Atlanta, GA | Direct Hire

Post Date: 02/08/2017 Job ID: 43495 Industry: Technical Support

POSITION SUMMARY:

The Customer Solutions Manager will be part of a team responsible for designing and implementing customer support initiatives and ground-level structures as part of new development efforts in the internet of things space.

 

PRINCIPAL RESPONSIBILITIES
  • Develop a customer-facing support plan aimed at creating a seamless transition from purchase to use of new internet of things product
  • Drive the technical support process to ensure accurate resolution of technical support questions and training for the customer
  • Create a solution portfolio to provide a blue-print for future customer support initiatives
  • Develop a detailed communication plan, taking into account the different possible channels of communication (phone, email, live chat, static FAQ page, etc.)
  • Develop a detailed customer exchange, return, and compensation policy
  • Develop a feedback and complaint system for customers to use
  • Act as a conduit between the engineering team and other internal departments such as marketing, sales, and product management
  • Train staff on customer service policies and procedures
  • Ability to provide direct support to customers during pilot launch, transitioning to manager role following launch
  • Manage a team of customer support representatives
  • Using consistent development practices – tools and common components

REQUIRED QUALIFICATIONS:

Education: B.S or M.S degree in an applicable discipline

Experience:  B.S and 5+ years or M.S. and 3+ years of experience in developing, implementing, designing, or performing customer support  initiatives.

 

Skills and Abilities:  
  • Excellent listening and processing skills
  • Excellent communication skills
  • Excellent organizational skills
  • Experience with project management
  • Experience with technical project management
  • Experience with architecting custom solutions for service-related enterprises
  • Highly Self-Sufficient and Self-Motivated
  • Ability to work within aggressive and rigid timelines
  • Level-headedness when dealing directly with Customers
  • Experience with optimization techniques
  • Strong documentation and writing skills
  • Microsoft Suite Proficient
  • Customer Service Suite familiarity (ability to create from scratch or use existing models)

Preferred skills:
  • Public Speaking Ability to lead training sessions
  • Business analytics and customer engagement modeling (design, implementation, or experience deciphering)
  • Knowledge of continuous improvement methodologies

Competencies
  • Ability to run a customer operation, engagement, and experience initiative
  • Ability to determine and communicate the implications of system-level decisions on subsystems and components, and help determine how best to mitigate or take advantage of these implications
  • Ability to use software configuration management tools, bug tracking tools, and peer review
  • Development of technical documentation on applications and sub-systems
  • Ability to work with technical and business oriented teams
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