Product Support Manager (J279652A) City of London, England
Product Support Manager/Customer Support/Change Management/Software Support/Knowledge Management
Our blue chip client is looking to recruit a Product Support Manager based in central London for a contract running until the end of the year, offering up to £300-£450 per day.
Role Purpose
- Responsible for managing the second-line Customer Support organization for all GRC (Governance, Risk & Compliance) products excluding Workflow and achieve consistent customer service excellence through the group's operational performance.
- Measure service levels and represent the customer view on major service issues.
- Takes responsibility for creating an environment to attract and retain appropriate talent.
- Cross skilling and capacity management in all regions of the world.
- Sustain a culture of open, global collaboration.
Responsibilities
- Establish and maintain operational performance excellence
- Establish and maintain a culture grounded in collaboration, customer service excellence, personal accountability and continuous improvement across all global teams.
- Work with relevant stakeholders to review and refine query resolution performance, processes, and escalation paths in pursuit of increased customer satisfaction.
- Champion and act on customer feedback to stakeholder groups to improve end to end performance, retention and customer satisfaction.
- Create an environment to attract and retain appropriate talent.
- Deploy/Implement new tools & technologies to improve the service experience for customers and internal support staff.
- Develop, curate and reuse knowledge, encouraging continuous learning.
- Proactive management of customer relationships - service focus on client retention and development of user relationship.
Technical / Professional Skills & Competencies
- Grasp and analyze complex, multi-dimensional technology problems from the point of view of the customer.
Act decisively.
- Ensure that new ways of working are anticipated and firmly established.
- Work collaboratively with relevant internal groups to achieve short, medium and long term results.
- Designs clear solutions that can be implemented by others.
- Continuously measure and benchmark output capability and success criteria of the group.
- Communicate values for great customer service in a way that inspires others to achieve superior performance.
Relationships: Internal / External
- External: Maintains positive customer relationships and is responsive.
- Internal: works cross-departmentally as necessary with Sales, Product and GRC sector leadership.
Professional Experience
- Substantial understanding of complex distributed customer service environments.
- Flexibility and an appreciation of a fast-moving environment supporting Software based products.
- Experience with people leadership/mentoring required.
- Experience with and strong understanding of the business customers, products, business and service drivers desirable.
Please send CV’s to Mark.Sidebotham @ Experis.co.uk and suitable candidates will be contracted directly.