Support Process Manager

Our client is searching for a dynamic professional with expertise in Process Management with handson experience with complex programs in the customer support field. Role will be responsible for helping design, implement, test, and document end to end customer support processes flow for internal workflows and external support engagement with Customers.

Duties:

• Candidate will be working with crossfunctional teams including Product Engineering, Security, Customer Success Management, Information Technology, and one or more external vendor teams to create process changes and improvements.
• The individual will help develop and redesign initiatives and processes for key Customer Support functions to drive business goals, objectives, and programs by analyzing data and evaluating key business components in order to assess current performance baselines.
• Candidate will evaluate and update current practices on a continuous basis; consulting with crossfunctional teams to get alignment on improvement solutions; and communicating changes and solutions to key stakeholders in order to get buyin.
• Looking for individuals with strong change management experience, strong business acumen, with experience in the customer servicesupport field (especially around process management), and the ability to work well within a team.
• Work with the Sr Manager of Support Processes to help identify opportunity areas where process management and reengineering can significantly impact efficiency and quality of support to help drive improvement to customer satisfaction.
• Help define and document support processes to deliver optimum customer and TSE experience and help deliver on all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolve times.
• Continuous maintenance and optimization of support processes including phone, email, technical and service bulletins, CRM workflows (SFDC), and workforce management.
• Develop and maintain new and existing documentation of support procedures, business guidelines, checklists, templates, etc, as well as managingimproving the organization of said documentation for ease of reference
• Lead process owners, stakeholders and subject matter experts through the improvement process and manage expectations.
• Facilitate process improvement meetings and workshops, including but not limited to: business process reengineering sessions, brainstorming sessions and various process improvement events such as Value Stream Mapping
• Develop documentation including procedures, business guidelines, checklists, templates, etc.
• Represent Customer Support and interface effectively with crossfunctional teams and customers.
• Participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards.
• Collaborative development of business requirements to satisfy business objectives, customer enablement and Technical Support Engineer impact

• Qualifications:

  • 10+ years of overall experience in technical support.
  • 5+ Experience in Process designmodelling.
  • Bachelor’s Degree, preferably in a technical discipline.
  • Experience implementing and maintaining support centers (such as InContact call center); experience working in CRM (such as Salesforce).
  • Solid understanding of all Support Processes to deliver world class 24x7 customer support experience. This includes processes like Case Handling, Case Reviews, Followthesun, escalation processes, 3rd party support processes, CSATDSAT Reviews, Global queue management, escalations, language support, plus more.
  • Experience in use of or defining support processes in a SAAS company like SFDC, ServiceNow, Twillio, Netsuite, Workday, etc.
  • Competency with GSuite products.
  • Strong familiarity with one or more of the Business Process Modeling tools like SIPOC, Value Stream Mapping, MS Visio, Lucid Chart, Google Drawings.
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • Ability to identify risks and dependencies and put in place plans to mitigate them.
  • Able to work in a dynamic, ever changing environment with a sense of urgency.

  • Strongly Desired Skills:

    • Experience in Identity and Access Management (IAM) and Security space
    • Six Sigma Green or Black Belt Certification.
    •