Replicon - Sr Manager - Customer Support

Position Overview:

Replicon is looking for a Senior Manager, Customer Support; to lead and manage Replicon’s highly skilled Product Support Engineers, Product Support Associates and Customer Support leadership team in their day-to-day tasks and in delivering excellent customer support experience. This role calls for an experienced Leader with proven leadership skills, a successful track record and solid business acumen. This includes building the team, embedding best practice processes, managing key customer relationships, and planning efficient resource growth and allocation across the team to deliver for all our clients.

Key Responsibilities:

- Provide strategic leadership and direction to Customer Support organization.

- Deliver timely resolution and hassle free experience to customers.

- Improve business metrics that track service quality, effectiveness and customer satisfaction of the team.

- Successfully refine and improve delivery models for scaling the support organization and improve efficiency.

- Ensure service level objectives and SLA’s are consistently met and adhered to.

- Work with other peers / Senoir. Management for operations consistency & engage necessary cross functional teams for resolving escalated issues.

- Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.

- Developing the support team, coaching and mentoring managers to develop the next set of leaders.

Qualifications:

- 10+ years of experience in increasingly complex roles in a 24/7 Customer service environment, preferably in an enterprise Cloud or SaaS business.

- Significant experience (3-5+ years) leading, managing, recruiting, retaining and developing technical support teams.

- Balance of strategic thinking and getting things done.

- Demonstrated Leadership abilities and be achievement oriented.

- Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems.

- Must be customer service oriented and believe in teamwork, collaboration, adaptability and Initiative.

- Excellent verbal and written communication skills

- High motivation; will do whatever it takes to ensure customer and company success.

- Previous experience in managing and developing managers.