- Drive the overall Methodology, Analysis and Reporting of Technical Services and Customer Support KPIs
- Maintain a Technical Services and Customer Support Dashboard which highlights current case status tracking and escalations.
- Drive Consistency through development and maintenance of Template Library and Knowledge Base.
- Communicates customer insights and works with other organization to address churn and escalation issues.
- Coordinates Customer Engagement Metrics across other Services Organizations.
- Balance strategic thinking with operational execution
- Cross Functional Collaboration
- Ability to influence Executives through Execution
- 10 years of experience Services Leadership and/or Delivery
- Excellent analytical and project management skills.
- Experience working with all levels of management internal and external
- A strong proven leader who can work across all lines-of-business in a technology related industry
- Ability to manage to metrics for delivery of key KPIs
- Comfortable working independently in a fast-paced start up environment.
- Strong organizational skill interpersonal and presentation skills that can bring customer value and business impact together.
- Bachelor's degree or MBA preferred
- Experience working in SaaS Environments
- Strong customer orientation with a passion for simplicity
- Excellent consulting, listening, and communicating skills, demonstrated by ability to build authentic business relationships
- Strong collaboration, interpersonal and teamwork skills
- Versatility across all business entities
-
Technical Services
1 week ago
Uniphore Technologies Inc. Stanford, United States**Technical Services & Customer Support Ops Director** · Palo Alto / Customer Engineering & Success Customer Success / Full-time Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries customer service, sales, ...
-
Technical Services Engineer
1 week ago
MongoDB Palo Alto, United StatesThe worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion ...
-
Technical Service Clerk
1 week ago
Crimson Enterprises Oakland, United StatesAre you a chocolate lover? We are looking for you · Representing the world leader in chocolate processing technology for artisanal production, SELMI Group from Italy, we are seeking a Service Coordinator for our operations in Germany and Austria. · YOUR RESPONSIBILITIESHandling ...
-
Technical Services Manager
6 days ago
LinkedIn Mountain View, United StatesAt LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on whats best for you and when it i Manager, Technical, Product Ma ...
-
SilverTech Fremont, United StatesAbout the Company · We focus on engineering activities in German-speaking Europe, particularly in tunnel and special foundation construction. Our strengths lie in mechanical and conventional tunneling. Our range of services is complemented by the maintenance and repair of concret ...
-
SAP Palo Alto, CA, United StatesWe help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is ...
-
IT Field Technical Support Consultant Ii
1 week ago
Sophus Info Palo Alto, United States**Job Summary**: · **Title : Field Technical Support Consultant II** · **Duration : 6+ Months with possible extension** · **Location: Palo Alto, CA - Field Tech role - must have car and be willing to travel** · This is a team based group of self-starting, technical/mechanical del ...
-
Revit Drafting Technician
5 days ago
Planate Management Group Palo Alto, United States**Planate Management Group (PMG) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) headquartered in Alexandria, Virginia, and Orlando, Florida USA with technical support centers in South East Asia and East Africa, that provide program management and facilities engineeri ...
-
Desktop Systems Specialist
4 days ago
Recor Medical Palo Alto, United States**About ReCor Medical** · At ReCor Medical, we are pioneering Ultrasound Renal Denervation (uRDN) therapy to treat hypertension, the leading cardiovascular risk factor in the world. With our Paradise uRDN System, we're on a mission to provide the millions of people who suffer fro ...
-
Utilities Supervisor
3 days ago
City of Palo Alto Palo Alto, United States***: · Reports To: Utilities WGW Operations Manager · Supervises: YES · Purpose of Classification · Incumbents are responsible for performing complex project development activities and supervising subordinate management, professional, technical, and clerical staff. Incumbents als ...
-
Clinical Lab Scientist
1 week ago
Stanford Health Care Palo Alto, United States1.0 FTE Full time Day - 08 Hour R Onsite 75004 CHEM HEMA COAG-SHC CLIN LAB Allied Health 300 Pasteur Dr,PALO ALTO,California · If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best ...
-
Manager, Payroll
3 days ago
VMware Palo Alto, United StatesSearch Jobs · **Job Description**: · Manager, Payroll · Job role and Responsibilities · - Ownership and accountability for international payroll (EMEA/ LATAM/ APAC) end-to-end operations, including payroll processes and procedures, SOX controls, payroll accounting, audit support, ...
-
Head of Data Engineering
1 week ago
Step Mobile Palo Alto, United StatesPalo Alto, CA · **Gen Z** is the generation of the side hustle. They're creators. They're freelancers. They're investors. And they're not afraid to take on challenges, especially when it comes to their finances - and we're here for it. · **Step** is a next-generation financ ...
-
Operations Support
14 hours ago
Max Mara Palo Alto, United StatesResponsible in supporting stylists and store by ensuring that all administrative, operational and client service initiatives are achieved and maintained to the Company?s standards. Responsible for mastering the store?s POS system while completing successful transactions. Responsi ...
-
Medical Assistant I
2 days ago
Lucile Packard Children's Hospital Palo Alto, United States**Clinical Services** · **1.0 FTE, 8 Hour Day Shift** · At Stanford Children's Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregiver ...
-
IT Systems Analyst Iii
1 week ago
Lucile Packard Children's Hospital Palo Alto, United States**Information Technology** · **1.0 FTE, 8 Hour Day Shift** · At Stanford Children's Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our care ...
-
Digi-is Program Manager
1 week ago
Lucile Packard Children's Hospital Palo Alto, United States**Information Technology** · **1.0 FTE, 8 Hour Day Shift** · At Stanford Children's Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our care ...
-
Care Center Lead, Executive Health
3 days ago
Sutter Health Palo Alto, United States**Organization**: · PAMF-Palo Alto Medical Foundation PAD · **Position Overview**: · Coordinates activities, assignments and workflow for an assigned Care Center. Provides feedback and effective recommendations to leadership. May also perform the duties of one or more of the posi ...
-
Sde Ii
3 days ago
A9, Inc. Palo Alto, United States3+ years of non-internship professional software development experience · - 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience · - Experience programming with at least one software programming langua ...
-
Director, Client Services
1 day ago
VMware Palo Alto, United StatesSearch Jobs · **Job Description**: · Director of Client Services · The End-User Computing Division empowers employees to do their best work from anywhere, through smart, seamless, and secure experiences. · As digital workspaces continue to evolve, we are designing and engineering ...
Technical Services - Palo Alto, United States - Uniphore Technologies Inc.
Description
Technical Services & Customer Support Ops Director
Palo Alto / Customer Engineering & Success
Customer Success / Full-time
Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries
customer service, sales, HR, education and more.
Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise.
At Uniphore, we believe companies that best understand and act on those conversations will win.We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation, and RPA (Robotic Process Automation) with a business user-friendly-UX (User Experience) in a single integrated platform to transform and democratize customer experiences across industries.
What We Are Looking For:
Uniphore, an early leader in Conversational Service Automation (CSA), is looking to hire someone with the passion and experience necessary to build processes and tool capabilities that drive a world class customer experience across the company.
As the Technical Services and Customer Support Ops Leader, this person will build on the foundation of providing customer insights and removing barriers to achieving business outcomes.
Responsibilities: The Director of Americas Support is responsible for building and managing a team of technical support engineers focused on supporting Uniphore customers and partners on any technical issues raised post implementation of Uniphore solutions. The Support Director will oversee all support operations in the Americas and will be responsible for coordinating 24x7 support across the globe. Additionally, the candidate will drive the overall visibility of the technical support organization. This will enable cross functional organizations detailed knowledge of the time to resolve critical customer situations and drive functionality through data into the next generation of products. The person will work very closely with the Technical and Customer Support Managers to achieve higher SLA achievement, increased customer satisfaction, and enable adoption. + Accountable for the timely resolution of support queries
Qualifications:
Preferred Qualifications:
