Senior Manager of Customer Success Operations

hace 4 días


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

About Us

ServiceNow is a leading provider of cloud-based services that help organizations manage and automate their operations. Our platform enables IT, user experience, and security teams to deliver exceptional service and support, while also driving business outcomes.

We are a global company with a presence in over 200 countries, and we're proud to serve more than 7,700 customers, including many of the world's most recognized brands.

Job Description

The Senior Manager of Technical Support Management will be responsible for leading a team of technical support professionals who are dedicated to delivering exceptional service and support to our customers. This includes:

  • Developing and implementing strategies to improve customer satisfaction and reduce resolution times
  • Leading a team of technical support professionals and providing coaching and guidance to ensure they have the skills and knowledge required to succeed
  • Collaborating with cross-functional teams to identify and prioritize opportunities for process improvement and innovation
  • Managing and analyzing key performance indicators (KPIs) to measure the effectiveness of our technical support function
  • Developing and maintaining relationships with key stakeholders, including customers, partners, and internal teams

Qualifications

  • Masters degree in Business Administration or related field
  • Minimum 6 years of experience in technical support management, with at least 3 years in a leadership role
  • Proven track record of driving process improvement and innovation
  • Excellent communication and interpersonal skills, with ability to collaborate effectively with diverse stakeholders
  • Ability to analyze complex data and develop actionable insights

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