Manager, Global Customer Success

Tech Support Clarksville, Tennessee, United States

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Summary

Global Manager, Customer Support
Enterprise Commercial Print (Monarch) - June 2018 - Present: 13 Direct Reports
Enterprise Publication (Technique & Planner) - April 2012 - June 2018: 11 Direct Reports
(including 1 People Manager)
Ensure global staffing and scheduling of employees
Ensure SLAs (Service Level Agreement) are met in all regions
Personally meet with and reconcile all customer issues
Personally responsible for large, cross platform clients
Ensure a strong focus on customer health and experience
Responsible for the financial health of the suite maintenance contracts, revenue
and general management
Ensure proper training of employees
Partner with global sales team as needed
Coach and mentor employees as needed to ensure exemplary customer
experience and strengthen the overall expertise across the team.

Expectations

Resourceful visionary and savvy Customer Support leader with a rich mix of skills. Looking for a new and challenging role in the Customer Support / Customer Care realm. Able to cultivate strong, mutually respectful relationships with clients, staff, and executive management. Recognized by peers as a strong customer advocate, while maintaining a strong working relationship within the organization, ever mindful of the impact actions have on both the client,
the company, and employees.
Exceptional ability to inspire others to do their best.