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Director, North American Customer Support - CUSTO017224
DESCRIPTION/RESPONSIBILITIES: We are currently looking for a Director of North American Customer Support services.
The main role of this position will be key in providing best in class customer experience, developing & deploying customer support strategies, training, managing and developing staff. Collaboration with other departments and working on cross-functional teams in the successful execution of cross-departmental projects, providing feedback, reporting and proposals to leadership to assist in organization decisions are all key components of this position.
Key Responsibilities * Leads, inspires, and directs the team. Monitors and directs daily workload activities to meet business objectives and drive best-in-class customer experience. * Ensures a high level of liaison within the department and other departments to ensure coordination of activities and understanding of common goals. * Works with upper management to determine training objectives and structure the training agenda for department members. * Partners with the management team to align customer support department policies and systems with the company's objectives. * Follows processes and operational policies in selecting methods and techniques for obtaining solutions to issues. Acts as advisor to subordinates to meet schedules and/or resolve technical problems. Works with upper management in the administration of the department schedule, performance requirements, and day-to-day operations. * Identify and recommend process, policy, and system improvement to optimize accuracy and efficiency. * Ensures that employees record timely and accurate transactions within our ticketing system (Salesforce). Performs management oversight on these transactions to ensure compliance with standard KPI measurements for the team. * Frequently interacts with subordinates, customers, and functional peer group managers, normally involving matters for the overall team objectives. * Resolves escalated issues from customers and internal teams to improve customer experience. * Responds to complex customer inquiries and solve problems professionally and effectively. * Develop a high level of knowledge regarding iPipeline's suite of products in both user interaction as well as technical understanding.
Qualifications * 5-7 years in technical and customer support environment * Experience managing and directing a team in a technical customer support department * Require a bachelor's degree or equivalent work experience * Basic systems and networking computing knowledge/experience * Ability to effectively and efficiently manage multiple projects and clients * Proven ability to proactively identify issues and diplomatically resolve problems * Excellent presentation and communication skills * Demonstrated experience providing extraordinary customer service * Ability to interface well with both external and internal clients
Other Skills and Abilities: * Knowledge -- develop knowledge of the life insurance/financial services industry, related business processes and a high level of knowledge regrading iPipeline software products both from a user interface and technical understanding * Business acumen -- demonstrates a high degree of professionalism in all tasks, including the management and delegation of tasks for the Support Department and all interactions with clients. * Initiative -- Takes prompt action to accomplish tasks and meet established department goals and objectives. * Organization skills -- Demonstrates ability to effectively prioritize and multi-task on a daily basis. * Communication proficiency -- utilizes effective interpersonal communication skills in the day-to-day operations of the department. * Customer Focus -- applies effective interpersonal and problem-solving skills when needed with clients. * Technical Capacity -- demonstrates a solid understanding of iPipeline's softwa e solutions and services to accurately resolve all relevant client questions and issues in a timely manner. * Operations and Leadership Skills -- Oversees the operation of the Support department with accuracy and consistency. Serves as a mentor and coach for all team members in the department. * Change and efficiency orientation -- Proven ability to identify team efficiency and optimization opportunities and the ability to execute in achieving improvements. * Strong collaboration skills -- Proven experience collaborating with up and downstream groups to achieve improvement objectives for team goals and customer user experience improvements.
Performs other duties as assigned. All listed tasks and responsibilities are deemed essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity