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Application Support Manager in Westborough, MA at CLEAResult

Date Posted: 7/19/2018

Job Snapshot

Job Description

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Job Description Summary

CLEAResult is seeking an experienced Application Support Manager with a proven track record of supporting Salesforce for new and existing clients. The Salesforce solution is part of a strategic company initiative and includes integrations to other systems are required by the business. The Support Manager will lead a team of functional and technical members and work closely with internal business partners who are users of the system. The successful candidate will have experience building and growing a support organization including hiring, training new employees, implementing new support processes and offering high quality support.

Job Description

KEY RESPONSIBILITIES

  • Manage, lead, mentor and develop support team, with a range of experience, in a fast-paced environment.
  • Assign work and monitor on-going activities/problems of team members and work with them to assure proper follow up and closure.
  • Set and communicate support team goals and objectives.
  • Monitor departmental goals to ensure client satisfaction including staffing, volume, response times and quality of service.
  • Provide feedback, training, and coaching.
  • Manage staff real time and in one on one settings to increase staff performance levels.
  • Act as a subject matter expert for software support resolving complex client inquiries and problems; respond to escalated client issues and negotiate solutions based on client needs and company policies.
  • Review product changes and defects with development and provide them with client feedback to improve the overall product.
  • Review, track and publish support metrics and develop plans to help reduce problem areas.
  • Recruit, hire, and retain individuals with skills, knowledge and experience necessary to enable the organization to meet department needs.
  • Deliver performance feedback, reviews, and staff development for their team.
  • Escalate issues when necessary to ensure compliance with Service Level Agreements.
     

QUALIFICATIONS

  • Bachelor’s Degree (computer related field preferred).
  • A minimum of 5 years related experience in a support organization providing both customer service and technical support.
  • Knowledge of Salesforce.com required.
  • Experience working with offshore teams who supplement the onshore workforce. 
  • Demonstrated experience in creating and implementing processes and procedures necessary to maintain high levels of customer satisfaction and retention.
  • Ability to resolve issues and exhibit strong initiative in a demanding environment.
  • Excellent planning, training and follow-up skills.
  • Hands on work attitude and customer service savvy.
  • Experience working with cross-functional and cross-organizational (vendors, clients, partners) teams, collaboratively.
  • Excellent oral and written and customer facing communication skills.
  • Excellent leadership and management skills.
  • Some travel – 10-15%.

Additional Job Description

Equal Opportunity Employer                       

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, disability, protected veteran status, sexual orientation or any other protected status. 
 

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustment to job descriptions and/or job requirements at any time without notice. 

© Copyright 2013 CLEAResult.   All rights reserved.   



As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, disability, protected veteran status, sexual orientation or any other protected status.

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustment to job descriptions and/or job requirements at any time without notice.