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Posted: Wednesday, March 8, 2017 12:23 PM

Job Description:/h3:
The Director of Customer Services is responsible for the ongoing operational success of basys customers through effective leadership of the Customer Services Teams. The Customer Services Teams mission is to provide timely support to our Customers in its operations and use of our technology as well as enhance the overall customer experience working with basys. The Director is responsible for all aspects of managing our Customer Services operations and interactions with our Customers to improve the various activities performed by each team including consulting services/projects, software updates and maintenance, regulatory implementations, and software support/help desk. The Director has a proven track record of establishing a clear vision and strategy, then transforming that strategy into a plan of action, managing the implementation and measuring the outcomes. The Director will collaborate with Product Management, Technology, and lead the Customer Services Teams to enhance customer experience by building and expanding upon relationships with basys customers.
This cross:functional and multi:discipline leadership role measures delivery outcomes of the Customer Services Teams to ensure that basys meets or exceeds our Customer Service Level Agreement. The Director is the key implementer of basys core value of acting in the best interest of our customers success.
Key Job Responsibilities
:Accomplish human resource objectives by recruiting, training via the basys Knowledge Transfer program, and developing effective teams that provide superior customer service and demonstrate basys core values.
:Improves customer service quality results by studying, evaluating, and re:designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Explore new and alternative technologies and processes to find opportunities to improve the customer experience.
:Meets department financial objectives by effectively forecasting billable projects and managing the utilization of resources in and across teams.
:Ensures that proposals for customer projects are delivered in a timely manner, projects are started promptly, and delivered/closed on time with high quality.
:Manages the teams to ensure coverage levels and Service Levels are met with appropriate responsiveness, quality, and customer satisfaction.
:Coordinates development and Tier:3 support needs with the Director of Engineering
: Ensures that a knowledge management repository about each customer is maintained to include current software releases and unique requirements of the customer so that future projects/tickets can be handled efficiently.
:Handles customer service escalation issues from the teams and appropriately communicates internally.
Required For Success
:B.S., B.A., or Masters Degree required.
:10+ years experience in a Client Services leadership role with experience in evaluating, improving or designing processes and technology to enhance services
:Experience leading a team in a fast:paced, client:focused environment, including a support desk that is required to handle tickets in a timely, measurable manner.
:Experience leading a consulting services organization that creates customer proposals and delivers solutions that meet or exceed the customers expectations on budget and on:time.
:Proven ability to build a team capable of engaging with clients in a manner that represents core company values
:Experience establishing, measuring and reporting key performance metrics and analyzing these results for continual improvements
: Experience managing accounts/key client relationships
:Ability to work effectively in a dynamic environment, manages multiple priorities, and reliably accomplishes tasks
:Strong problem solving and analytical skills
:Excellent verbal and written communication skills
:Positive, optimistic, can:do attitude
:Action:oriented : able and willing to t


• Location: Baltimore

• Post ID: 19774298 baltimore is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017