Customer Support Associate Director Milano

Customer Support Associate Director
Milano
Lombardia, Milano

We are looking for an Customer Support Associate Director responsible of leading our Global Support team and provide top quality experience to the global CCH Tagetik Customers.

You will manage a global team of Functional and Technical support specialists for providing a best-in-class 1st and 2nd level support and will closely collaborate with various internal stakeholders to manage quick-responding last-level-support to further build a scalable and true global industry-leading support experiences as expected from large Enterprises.

The role is also responsible for reviewing, updating, improving key processes in order to increase the effectiveness of our Global Support team and the customer satisfaction net performance score.

The role reports to the Global Head of Customer success.

Effectively managing and developing talent is paramount to succeed in this role.

What will you do:

- Lead daily operations focused on delivering high quality, proactive customer support and service through a team of direct managers

- Supervisory to managers to manage the 1st and 2nd level support team and manage the process for the full last level support based on well-defined KPI's and SLA's

- Guide, mentor and coach the team members to conduct their daily tasks with precision and empathy

- Manage and address client escalations with a "call first" mentality

- Provide mentorship and coaching for Team leads and specialists in order to grow talent, shorten the talent development cycle and retain resources

- Work closely with Product Management, Development, Training and the Customer Success team to improve the internal and external Knowledge Base

- Be responsible for performance management of the individuals within the team and monitor team performance against established KPIs through regular 1:1s

- Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals

- Be responsible for ensuring that all security, availability, confidentiality, and privacy policies and controls are adhered to among the Support team

- Be responsible for monitoring of quality assurance for all support requests

- Own all support related workflows (how customer issues are routed and resolved) and train and coach employees to ensure they are followed

- Manage complex and escalated customer service issues

- Regularly evaluate the market for new technologies that can be used to assist, improve, and automate Support activities.

Job qualification:

- 5+ years of experience in support management role inside in global Technology or Software companies

- Experience in designing and optimizing global support processes by leveraging the Salesforce Service cloud platform and digital assistants

- Experience coaching and leading a team, managing multiple concurrent projects, and collaborating across multiple internal teams

- Strong analytical, problem solving, multi-tasking, time management and communication skills

- Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance, and manage through challenging situations

- Performance management of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder manager and communications about high visibility and time sensitive issues

- capacity to implement or design premium service models to better serve the customers

- Ability to employ a collaborative approach with cross-functional team members, technology leaders, and stakeholders to build solid working relationships

- Coping well with working under pressure and working to tight deadlines

- Knowledge of Salesforce Service Cloud processes preferred

- Fluent Italian (native is not needed), Fluency in English (the position has a global remit so a sound command of the English language is essential

Location: Extended all over Italy but it is required the availability to travel bi

- monthly to the HQ in Lucca.

Currently available to work from home.