Sorry, this job is no longer available.

(Loading More Opportunities)

Veterans Preferred - Manager, Technical Customer Service


Military Veterans are Encouraged to Apply.
 
Accountable for the performance and results of Entity Compliance Management Team. Provides direction based on general policies and management guidance. Manages post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services.

Manages customer support resources and staff to provide quality support to users seeking assistance with product usage. Recommends or makes decisions about new or modified support services. Adapts departmental plans and priorities to address resource and operational challenges. Ensures that project goals/milestones are met, business targets achieved, and approved budgets contained. Works toward objectives established by upper levels of management. Recommends departmental specific procedures and implements those that are approved. Provides guidance to employees, colleagues and/or customers.

Key Responsibilities:

  • Manage supervisory, professional and/or support employees within Technical Customer Service
  • Accountable for the performance and results of the department; monitor, manage and improve workflow processes in these areas, and work to ensure performance measures are reached
  • Provide direction based on general policies and management guidance, recommend modifications to operating policy
  • Adapt functional/departmental plans and priorities to address resource and operational challenges and objectives in a large organizational unit
  • Perform duties related to hiring, firing, performance reviews and pay reviews of employees


Key Requirements:
  • Bachelor's Degree or equivalent relevant experience
  • (External) 7+ years of progressive customer service experience in a B2B environment
  • (Internal) 5+ years of progressive customer service experience in a B2B environment
  • Data driven approach to analyze data and make recommendations on how to meet performance goals
  • Experience coaching and leading a team, managing multiple concurrent projects, and collaborating across multiple internal teams
  • Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance, and manage through challenging situations
  • Performance management of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder manager and communications about high visibility and time sensitive issues
  • Minimal travel (1x / 2x a year for organizational management meetings)

Company
Wolters Kluwer
Posted
09/02/2021
Location
Clayton, MO 63105, US