- Love leading a team dynamic technical customer support professionals?
- Feel a sense of pride when your customers are successful using your software?
- Enjoy simplifying complex concepts?
- Love being hands-on with software, even if you're not programming it?
- Excel at planning your day, tracking your work, and delivering on your promises?
- Manage and lead a customer-facing technical support team.
- Analyze team performance (KPIs) to identify areas of improvement and process efficiency.
- Experience meeting SLA requirements (internal and external).
- Engage in process optimization, including technology improvements, process improvements, and solutions to improve support team performance and efficiency.
- Oversee team progress in training on current product features, functionalities, and best practices.
- Understand and continue to learn the product and industry space.
- Become expert in the LearningBuilder product and processes so that you may serve as a source of technical escalation and bring new team members into the team in a structured and welcome manner.
- Foster effective communication and teamwork with cross-functional teams, promoting accountability in a distributed management structure.
- Participate in the hiring process and assist in screening candidates.
- Build and nurture relationships with key decision makers at client organizations.
- Focus on the client's perspective when interacting with internal and external clients.
- Engage daily with customers at the executive level on key escalations and top issues.
- Serve as a point of escalation for support issues affecting the entire customer population.
- Consistently exceed service level agreements, going above and beyond to guarantee client satisfaction throughout the support process.
- Possess 7+ years as a people manager, with a proven track record of enhancing team performance and productivity through targeted skill development, and coaching.
- Possess 7+ years of customer support and/or customer service experience with a significant focus on team leadership and development that includes:
- Proficient knowledge of Support Management best practices.
- Effective handling of customer escalations.
- Knowledge of software development cycles, agile project management and software implementations/deployments.
- Experience with software implementations. It's a bonus, if you have previous experience as consultant in the enterprise software space.
- Experience with Epic implementations is a bonus.
- Experience as a technical support professional, troubleshooting software implementation issues.
- Experience managing a hybrid workforce.
- Proficiency in Jira, and common support applications.
- Superior communication skills (verbal, written, presentation).
- Time management and prioritization of workload.
- Critical Thinking, Creative Problem Solving, Strategic.
- Experience with managing workload using a ticketing/case management system.
- Collaborate with other members of the leadership team to coordinate efforts to improve our products and services.
- Be located at our Arlington, VA Headquarters, and have received full vaccination, maintaining a safe and healthy workplace for all.
- At this time our recruiting efforts are limited to the Washington Metropolitan region.
- Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa or work authorization at this time.
-
Manager, Customer Success Team
2 weeks ago
Heuristics Solutions, LLC Arlington, United StatesJoin a Growing Technology Team and an Awesome Customer Community · Do you... · Love leading a team dynamic technical customer support professionals? · Feel a sense of pride when your customers are successful using your software? · Enjoy simplifying complex concepts? · Love being ...
-
Manager, Customer Success Team
1 week ago
Heuristic Solutions Arlington, United StatesJoin a Growing Technology Team and an Awesome Customer Community · Do you... Love leading a team dynamic technical customer support professionals? · Feel a sense of pride when your customers are successful using your software? · Enjoy simplifying complex concepts? · Love being ...
-
Manager, Customer Success Team
1 week ago
TalentRemedy Arlington, United StatesJob Description · Description · Join a Growing Technology Team and an Awesome Customer Community · Do you... Love leading a team dynamic technical customer support professionals? · Feel a sense of pride when your customers are successful using your software? · Enjoy simplify ...
-
Manager, Customer Success Team
1 week ago
TalentRemedy Arlington, United StatesDescription · Join a Growing Technology Team and an Awesome Customer Community · Do you... · Love leading a team dynamic technical customer support professionals? · Feel a sense of pride when your customers are successful using your software? · Enjoy simplifying complex conc ...
-
Manager, Customer Success Team
2 weeks ago
TalentRemedy Arlington, United StatesJob Description · Description · Join a Growing Technology Team and an Awesome Customer Community · Do you... Love leading a team dynamic technical customer support professionals? · Feel a sense of pride when your customers are successful using your software? · Enjoy simplify ...
-
Manager, Customer Success Team
1 week ago
TalentRemedy Arlington, United StatesJob Description · Job DescriptionDescription · Join a Growing Technology Team and an Awesome Customer Community · Do you... · Love leading a team dynamic technical customer support professionals? · Feel a sense of pride when your customers are successful using your software? · En ...
-
Team Manager Customer Success Consultant
6 hours ago
Staples Arlington, United StatesJob Description · Current Associates are not eligible for Retention or Sign On Bonuses. · Staples is business to business. You're what binds us together. · Our customer service team supports our company through their confidence, knowledge, and commitment to our customers. We'r ...
-
Vice President of Sales – Financial Services
53 minutes ago
Fisher Investments Arlington, United States Full timeCalling all financial professionals looking for a role 100% focused on sales Take advantage of our well-defined promotion opportunities where qualified leads are provided and there is no cold calling. Join our privately-held, multi-billion dollar, global investment firm to put ou ...
-
Associate Account Executive
4 days ago
Amazon Web Services, Inc. Arlington, United StatesExperience in IT sales · - Experience navigating prospective accounts from and into a senior executive level to identify new customer opportunities · - Bachelor's degree or equivalent · Would you like to be part of a team focused on helping increase the adoption of Amazon Web Ser ...
-
Capture Manager
4 days ago
DRT Strategies, Inc. Arlington, United States**Overview**: · DRT Strategies delivers expert management consulting and information technology (IT) solutions to large federal agencies, the U.S. Navy, state and local government and commercial clients in health care, technology, and financial services industries. · The three le ...
-
Vice President of Campus Partnerships
1 week ago
PeopleGrove Arlington, United StatesVice President of Campus Partnerships (Remote) · **Arlington, VA** · **Sales /** · **Full Time (Remote) /** · **Remote** · - About Us: · - With 650+ campus partners and 20M users, PeopleGrove is a leading provider of software solutions to universities focused on improving yield, ...
-
IT Cloud Cost Analyst
1 week ago
Kalman & Company, Inc. Arlington, United StatesA career with Kalman & Company, Inc. is both rewarding and challenging. Our clients require skilled, hardworking, innovative support service providers who can meet the demands of a dynamic and fast-paced workplace. As a Kalman Analyst, you will work with military leaders, enginee ...
-
POLITICO LLC Arlington, United StatesPOLITICO's mission from the very beginning was to win the audience. We dedicate ourselves to providing accurate, non-partisan, impactful information to the right people at the right time so that they can act with confidence and speed. We experiment to avoid being disrupted and we ...
-
Demand Generation Representative
4 days ago
Amazon Web Services, Inc. Arlington, United StatesExperience in IT sales · - Experience navigating prospective accounts from and into a senior executive level to identify new customer opportunities · - Bachelor's degree or equivalent · Would you like to be part of a team focused on helping increase the adoption of Amazon Web Ser ...
-
Product Manager, Global Volunteering, Amazon
4 days ago
Amazon Services LLC Arlington, United States3+ years of experience in product management, program management, volunteer program, or product marketing professional role · - 3+ years of experience defining and implementing product requirements or program improvement initiatives · The Amazon Community Impact (ACI) team is see ...
-
New F-35 Joint Program Office
4 days ago
Serco North America Arlington, United StatesPosition Description: · Serco is excited to announce new support to the F-35 Joint Strike Fighter Program Office. This contract provides program management support in support of the full acquisition lifecycle of the F-35 program, to include development, production, and sustainmen ...
-
Chris Colgan Team Arlington, United States**Summary**: · Join our dynamic team as a Showing Assistant and embark on a thrilling career path alongside the elite top 20% of real estate professionals in North America. We are deeply committed to your professional development, offering a well-defined roadmap to success that i ...
-
Program Officer
1 week ago
John Snow, Inc. and JSI Research & Training Institute, Inc. Arlington, United States**Location**: Arlington, VA · **Position Category**: Direct hire, paid in US · **Posting Date**: 05/10/2024 · **Deadline Date**: 05/15/2024 · **Starting Date**: 06/03/2024 · **Description**: · JSI Research & Training Institute, Inc. (JSI) is a public health consulting firm dedica ...
-
Showing Assistant
1 week ago
Chris Colgan Team Arlington, United States**Summary**: · Join our distinguished team as a Showing Assistant and enter a realm of unparalleled opportunity within the top ranks of North American real estate professionals. We are deeply committed to your career advancement, offering a well-defined roadmap to success that in ...
-
IT Strategic Planner
1 week ago
Dhara Consulting Group Arlington, United StatesToday · - Top Secret · - Mid Level Career (5+ yrs experience) · - $125,000 - $150,000 · - No Traveling · - Business - Support · - Arlington, VA** (ON-SITE/OFFICE)** · - 6 months Contract to Permanent · Location: Arlington, VA | Clearance Required: Top Secret · ALTA IT Services is ...
Manager, Customer Success Team - Arlington, United States - TalentRemedy
Description
Description
Join a Growing Technology Team and an Awesome Customer Community
Do you...
If you are motivated by managing a diverse team, delighting customers and being a leader of a dedicated team, we want to talk to you
About the Role
Our client is a fast-growing technology firm based in Arlington, VA, and they are on the hunt for a driven Manager for our Customer Success Team. In this role, you will manage a team of technical support professionals, ensuring unparalleled support for our product users. You'll not only master LearningBuilder, but you'll foster collaboration across departments to ensure a top-tier support experience. Your leadership will be instrumental in maximizing customer satisfaction, driving product adoption and ensuring our post-launch customers see the value of LearningBuilder in their environment. You will exercise this role through the following responsibilities and expertise.
Responsibilities
Team Management:
Client Relationship Management:
About Our Client
Our client is a technology consulting firm founded in 1996 and headquartered in Arlington, VA They are pioneers as they search for new and innovative ways to solve problems; they act intentionally to deliver predictable success; they achieve excellence as a team. They value diversity and seek people that will show up every single day ready to make a fresh contribution.
LearningBuilder is their state of the art credentialing management platform that is used by certification, accreditation, and licensing organizations. Over 1,000,000 licensed and credentialed practitioners use LearningBuilder to manage their credentials. It is a remarkable product supported by a remarkable team.
Requirements
The ideal senior candidate for the Manager, Customer Success position will:
Benefits
Health, Dental and Vision Insurance, Telecommute stipend (Parking or Metro), 401K Contribution, office dog.