The Sr. Support Delivery Manager (SSDM) will be responsible for all of the roles and responsibilities outlined in the Support Delivery Manager role. In addition, as a senior level support specialist, the SSDM will be responsible for communicating business needs between a cross functional team, develop metrics and reporting to review trends and risks with a cross functional team, and create a closed loop feedback process for internal communications.
Responsibilities:
- Establish a process and accountability for critical escalation and prioritization
- Act as a subject matter expert and primary point of contact for critical incident management
- Coordinate internal resources to resolve critical issues, including training and project management for manual work-arounds
- Develop communication and action plans to deliver resolutions to CSMs
- Manage prioritization of Customer Success issues to Tier 3 and Tier 4 partners
- Provide initial triage of issues prior to assigning to Tier 3 and 4 partners
- Identify and recommend Platform enhancements and fixes to resolve and prevent critical issues
- Monitor active/open issues to ensure timely resolution
- Submit and review client enhancement requests quarterly
- Establish a process and accountability for conducting and reporting root cause analysis (RCA)
- Collaborate internally to construct and execute corrective action plans to eliminate repeat scenarios and promote transparency
- Identify and implement process improvements to prevent critical issues, build customer loyalty and increase operational efficiencies
- Actively monitor triggers to identify trends and prevent potential escalations (e.g., Call/case volume, Platform Exception Manager)Assist in company-wide initiatives as indicated through the Operations Team
- Implement weekly meetings with cross functional team to discuss trends, resolutions, and overall process improvements
- Implement daily meetings with Product Support team to review metrics and trends
- Responsible for developing, implementing, and monitoring a method of communication if an activity or issue is being halted to bring to resolution
- Partner with engineering team to develop recommendations based on metrics from Customer Support team
- Assist in company-wide initiatives as indicated through the Operations team
- Drive and lead release weekend activities to ensure Customer Management validation and overall success.
Keyword: Senior Support Delivery Manager
Required Experience:
Experience and Skills:
- Excellent analytical, problem solving, time management, and multi-tasking skills
- Strong management skills with the ability to manage multiple priorities across a CSO organization
- Strong verbal and written communication skills that focus on concise and informative content for internal and customer audiences.
- Strong leadership presence that will allow indirect management and influence over a cross functional team
- Ability to understand impact of issue to client with the ability to clearly communicate the impact to multiple business teams
- Ability to identify trends and business needs across the CSO and make recommendations for engineering enhancements
- At least one year experience working in Salesforce and JIRA
Education, Experience and Training required:
- B.S. or B.A. required
- 4+ years experience in Project/Program Management, Management, or technical customer support related roles
- Industry knowledge and experience highly preferred: Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, BPO
Success Measures: The success of a Senior Product Support Specialist is ultimately measured by their success as a Product Support Specialist, in addition to their ability to identify trends and make recommendations to better support the needs of our associates and customers.
- Business Partner Measures: establish closed-loop follow up processes to ensure resolution for all outstanding items within business partner teams
- Productivity and Quality Metrics: Including timeliness of responses to issues, quality of issues being directed to other teams, metrics for issues PSS is able to resolve
- Trend Identification: metrics including the number of goal enhancements that are deployed based on recommendations
- Training and Product Certifications: All Product Support Specialists will be responsible for attending product training and achieving product certifications that will support their career growth in the Customer Management team
From: Benefitfocus