Offer summary

Qualifications:

At least 5+ years of customer-facing support and/or service management experience., Strong background in service management tools and customer support operational models., Excellent communication and presentation skills with a motivational personality., Bachelor's degree in Business or Technology preferred..

Key responsabilities:

Manage a support team to execute client incidents, problems, and change support commitments.

Serve as the 24/7 on-call lead for SEV1+ outages, engaging customers and facilitating troubleshooting.

Conduct presentations on customer status and strategic focus areas to internal stakeholders.

Prepare and present key business metrics and reports to customers on a regular basis.

Job description

Responsibilities include:

· Be a key member of a team that is committed to achieving success for our customers.

· Manage a support team to ensure we are executing on our client incidents, problems, and change support commitments - this will include managing escalations

· Serve as 24/7 on-call lead for any SEV1+ outage, to include engaging customers, internal stakeholders, and facilitating any troubleshooting activities through various mechanisms.

· Managing incidents to SLA, including routing, customer feedback and closure

· Managing changes to SLA, including routing, customer feedback and closure

· Managing problems to SLA, including routing, customer feedback and closure

· Conduct presentations with internal stakeholders on customer’s status, usage activity, tactical activities, and strategic focus areas

· Research, develop and apply best practices to improve and keep customer engagement fresh.

· Support development and implementation of any necessary systems and tools to provide key business information and metrics to highlight the team’s performance and effectiveness.

· Prepare and present key business metrics to customers, including (but not limited to) weekly, monthly and quarterly client reports

Requirements:

· A passionate commitment to helping customers be successful

· At least 5+ years of customer facing, support and/or service management experience

· Strong background and exposure to standard service management tools (service desk, reporting tools)

· Understanding of customer support and customer success operational models

· Excellent communication and presentation skills

· Ability to manage and influence through persuasion, negotiation, and consensus building

· Motivational personality; the ability to inspire others and passion for continuous learning and innovation

· A strong love for mentoring: you get excited when you help someone achieve their goals

· Attention to detail

· Must be a TEAM PLAYER

· Ability to self-motivate

· Must be able to delegate responsibilities

Education:

· Desired education: Bachelors (4yr) degree in Business or Technology preferred

Exostar is an Equal Employment Employer. The company provides equal employment opportunity to all applicants without regard to race, color, religion, sex, national origin, age, marital status, disability status or genetic information. Exostar is committed in providing equal employment opportunity for all person in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.

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