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Senior Manager, Global Customer Support

at Cornerstone onDemand in Portland, Maine, United States

Job Description

Job Title: Senior Manager, Global Customer Support

Job Description:

The Senior Manager, Global Customer Support will have a passion for delivering extraordinary customer experiences and leading a team of highly skilled customer support specialists. They will possess strong leadership skills and have a proven track record of managing high performing teams in fast-paced environments. The Senior Manager must have profound knowledge and experience in managing and exceeding support KPI’s and critical support metrics – CSAT, Time to Resolution (TTR), Backlogs etc.

In this role you will…

+ Lead efforts to hire, develop, and build a technical team.

+ Capacity planning, gap analysis, and data driven outcomes.

+ Participate in regular operational reviews to identify problems and gaps in service delivery.

+ Leading by example to cultivate and maintain a culture built on teamwork and collaboration.

+ Own and bring to conclusion to customer escalations by working with cross-teams to drive quick resolution and maintain high customer satisfaction.

+ Own management of dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.

+ Represent the Cornerstone product effectively with customers.

+ Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.

+ Manage to the company and department’s vision, mission, and values.

You’ve got what it takes if you’ve got…

+ Bachelor’s Degree, or equivalent experience required.

+ Minimum of 6 years’ experience in a customer support manager role.

+ Experience managing Enterprise support in a large and complex environment. LMS experience a plus.

+ Proven capability of having successfully delivered on support metrics and managing a support team to high productivity.

+ Customer first mind set and a “Get it Done” attitude are critical success factors for this role.

+ Demonstrated ability to provide exceptional customer care.

+ Proven ability to create and implement programs to drive efficiencies.

+ Ability to lead change by effectively building commitment and winning support for initiatives.

+ A trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards. Strong analytical and problem-solving skills.

+ Excellent communication skills, both oral and written.

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com

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Job Posting: JC258201780

Posted On: Apr 12, 2024

Updated On: May 10, 2024

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