Senior Manager, Customer Success Support - Premier Accounts

Evaluate the effectiveness of the premier account support team and drive continuous process improvements; implement process adjustments and/or system enhancements working cross-functionally as appropriate, to ensure customer satisfaction meets or exceeds expected service levels and to improve business relationships with customers. Develop effective working relationships with key internal and external customer contacts and work to understand business conditions and future needs; work closely with the Customer Success Managers and Regional Directors to ensure exceptional support is provided to our premier customers.

As a Sr. Manager, Customer Success Support - Premier Accounts, you will lead and support a team of managers and customer success specialists for our largest and most complex customers. The CSS, Premier Accounts team specializes in providing our premier customers across all markets and solutions with excellent service related to issue resolution, consultation and overall technical support functions. In this role you will be the leader for overall support execution including all such initiatives, process improvements, and communication. Additionally, you will lead and guide the Customer Acceleration Program The Sr. Manager serves as the escalation point for the Customer Success Managers and would be expected to present the support model and overall health in Customer Executive Meetings. This position reports directly to the Senior Director of Customer Success Support.

Responsibilities:

• Direct the premier account customer support team to effectively respond to and resolve issues/requests in a timely manner to lead to improved customer satisfaction
• Ensure the team effectively communicates, implements and interprets customer service policies and procedures
• Adhere to and report on established SLAs for the Service Support organization
• Develop key metrics and performance indicators to measure success of the Premier Account Support team
• Evaluate the effectiveness of the premier account support team and drive continuous process improvements; implement process adjustments and/or system enhancements working cross-functionally as appropriate, to ensure customer satisfaction meets or exceeds expected service levels and to improve business relationships with customers
• Responsible for leading the Customer Acceleration Program and defining key measures and continuously improving to enhance overall effectiveness of the program
• Ensure the delivery of reporting necessary for day-to-day operations of the team
• Direct the optimization and coordination of project hand-off and change control with Professional Services and Customer Success Management
• Develop effective working relationships with key internal and external customer contacts and work to understand business conditions and future needs; work closely with the Customer Success Managers and Regional Directors to ensure exceptional support is provided to our premier customers
• Responsible for department management including staffing, training, performance management and career development of Associates and Managers while developing and monitoring team/Associate goals
• Identify revenue opportunities through expansion of the current support model offering

Keyword: Senior Manager, Customer Success Support - Premier Accounts
Required Experience:

• Fanatical about customer success and tenacious at driving long-term customer value
• Eager to contribute beyond the job description and lead strategic initiatives to improve the customer experience at Benefitfocus
• Demonstrated history of data-enabled decision making and prioritization
• Experience establishing and measuring Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• 10+ years in Service Delivery with 5+ in a leadership position
• Experience with various IT Service Management (ITIL) process and execution functions including: Knowledge, Request, Incident, Event and Change management functions
• Bachelor s degree or equivalent work experience required; MBA preferred
• Ability to thrive and excel in a fast paced high growth environment required
• Demonstrated history of recruiting and hiring world-class support
• Experience with managing a global workforce
• Experience with the HR Technology and Benefits Administration space preferred
• Experience with SaaS cloud delivery
• Leadership experience in a professional services organization, focused on the planning and management of software implementation for customers preferred
• Must be available to travel up to 20% of the time

From: Benefitfocus