Post by Admin on Jun 10, 2017 8:39:33 GMT -5
About the company
GFI provides software solutions for SMB; our specialization is Security and Networking. Our key core value is to make our customer successful and from there we trust our business will grow. Naturally, our support team is held to the highest standard and we want all our team members to live and breathe our customer success value
Job summary
GFI Customer Success Managers are responsible for successfully managing a team of Success Associates, Success Principals, and Success Partners (collectively referred to as “SuccessPods”. Success managers carry the ultimate accountability for the end to end operations of the Success Pod running including recruiting, on-boarding, training, coaching, quality of output, metrics, and performance execution.
Key responsibilities
- Coordinate global team resources to provide 24/7 support (time zones, vacations, holidays).
- Define personal goals including career path and growth and conduct regular one on one’s t
review ongoing performance.
- Drive productivity and quality performances to overachieve on Department goals through indi vidual coaching, training and process improvement (e.g. metrics, SLAs, NPS).
- Review team results and metrics and provide appropriate feedback to the team members and your other stakeholders.teams and team leads.
- Being the keeper of the quality of your team interactions with your clients.
- Drive innovative changes that improve support-related processes. Identify and address any
gaps in internal tools and processes.
- Being involved in the recruiting of your team members with the aim of always raise the bar
Required skills
- 3+ years’ experience in a technical Customer Support leadership position.
- Business level of English. German or French is a clear advantage.
-Technical proficiency in SQL,
- Java or HTML will give your candidacy an edge.
- Usage of CRM (Salesforce preferred) system and workflow design and implementation.
Personal attributes
- Self-starter who can work on own initiative
- Problem solver who thinks outside the box.
- Results driven
- Customers Success is always front and center
What we offer
- A true fast paced environment where you will be measured on your performance and rewarded for it.
- Work from home
Total compensation is USD $40/hr for a 40-hour workweek.
Location: Remote
This job requires 40 productive hours per week.
To qualify, show us who you are. First, please provide a resume/CV demonstrating the
required experience and skills. From there, to help us find the top 1% of talent, we ask that you first complete this brief online language and skills testing. If you meet the minimum standards, you will be invited back to complete a one-week assessment. This step is designed to assess your skills and your ability to perform functions relevant to our needs. It will also give you a
chance to see what the job will be like and ensure you are fully committed and motivated to excel. The activity is strictly a test and is not work product that we will use in any way. Your efforts on this assignment will give our hiring managers an example of your work to evaluate against the work of other candidates so we can find the strongest candidate for the position. We are looking for the best of the best, and in the event that you do not get the trial assignment quite right, if you show great potential, we may have other positions for you.
Are you up for the challenge?
READY TO APPLY CLICK Here
GFI provides software solutions for SMB; our specialization is Security and Networking. Our key core value is to make our customer successful and from there we trust our business will grow. Naturally, our support team is held to the highest standard and we want all our team members to live and breathe our customer success value
Job summary
GFI Customer Success Managers are responsible for successfully managing a team of Success Associates, Success Principals, and Success Partners (collectively referred to as “SuccessPods”. Success managers carry the ultimate accountability for the end to end operations of the Success Pod running including recruiting, on-boarding, training, coaching, quality of output, metrics, and performance execution.
Key responsibilities
- Coordinate global team resources to provide 24/7 support (time zones, vacations, holidays).
- Define personal goals including career path and growth and conduct regular one on one’s t
review ongoing performance.
- Drive productivity and quality performances to overachieve on Department goals through indi vidual coaching, training and process improvement (e.g. metrics, SLAs, NPS).
- Review team results and metrics and provide appropriate feedback to the team members and your other stakeholders.teams and team leads.
- Being the keeper of the quality of your team interactions with your clients.
- Drive innovative changes that improve support-related processes. Identify and address any
gaps in internal tools and processes.
- Being involved in the recruiting of your team members with the aim of always raise the bar
Required skills
- 3+ years’ experience in a technical Customer Support leadership position.
- Business level of English. German or French is a clear advantage.
-Technical proficiency in SQL,
- Java or HTML will give your candidacy an edge.
- Usage of CRM (Salesforce preferred) system and workflow design and implementation.
Personal attributes
- Self-starter who can work on own initiative
- Problem solver who thinks outside the box.
- Results driven
- Customers Success is always front and center
What we offer
- A true fast paced environment where you will be measured on your performance and rewarded for it.
- Work from home
Total compensation is USD $40/hr for a 40-hour workweek.
Location: Remote
This job requires 40 productive hours per week.
To qualify, show us who you are. First, please provide a resume/CV demonstrating the
required experience and skills. From there, to help us find the top 1% of talent, we ask that you first complete this brief online language and skills testing. If you meet the minimum standards, you will be invited back to complete a one-week assessment. This step is designed to assess your skills and your ability to perform functions relevant to our needs. It will also give you a
chance to see what the job will be like and ensure you are fully committed and motivated to excel. The activity is strictly a test and is not work product that we will use in any way. Your efforts on this assignment will give our hiring managers an example of your work to evaluate against the work of other candidates so we can find the strongest candidate for the position. We are looking for the best of the best, and in the event that you do not get the trial assignment quite right, if you show great potential, we may have other positions for you.
Are you up for the challenge?
READY TO APPLY CLICK Here